Client Success Strategist

2 weeks ago

Portland, Oregon, United States Electriphi Inc Full time
Company Overview

Electriphi, established in 2018 and based in Palo Alto, California, specializes in software solutions aimed at facilitating the transition to zero-emission vehicles across various fleet categories, including heavy, medium, and light-duty vehicles in both public and private sectors.


As a subsidiary of Ford Motor Company since June 2021, Electriphi is pivotal in shaping the Go to Market strategy for Ford Pro concerning charging solutions.


The newly created Ford Pro Charging unit within Ford Pro is dedicated to providing comprehensive solutions for commercial clients, encompassing software, hardware, and essential services to design, construct, and manage commercial charging for both Ford and non-Ford customers, integrating Ford's strengths in vehicles, telematics, and financing.


At Ford Pro Charging, we prioritize an enriching employee experience that presents stimulating and challenging projects within a supportive framework. Our leadership is committed to fostering growth and learning opportunities, reflecting our dedication to continuous improvement.


With a commendable 4.7-star rating on Glassdoor and unanimous staff recommendations, we are committed to long-term success.

Position Overview

As a Customer Success Manager (CSM), your primary responsibility will be to empower Ford Pro Charging's clients to effectively utilize our extensive suite of energy management and charging solutions, ensuring exceptional customer satisfaction.

You will collaborate with a vibrant and innovative team that maintains high standards for success in a dynamic environment. We seek a dedicated CSM who is enthusiastic about engaging with clients, SaaS products, and charging technology. A proactive approach to customer interactions and a desire to become a trusted advisor are essential.

Experience in electric vehicles, fleet operations, charging infrastructure, and mobility is highly valued, along with a background in customer success methodologies.

Key Responsibilities
  • Facilitate timely and thorough delivery of new client products and services.
  • Collaborate with the Implementation team to ensure a smooth onboarding experience for each client.
  • Maintain clear and consistent communication with clients and external stakeholders.
  • Document project progress and escalate any risks to leadership.
  • Identify risks and opportunities to maximize value realization.
  • Understand the motivations, business drivers, strategic goals, and desired outcomes for your client portfolio.
  • Demonstrate a solid understanding of Ford Pro Charging and Ford Pro products, articulating the benefits of our solutions to ensure client success.
  • Work closely with Sales teams to ensure a seamless transition from Sales to Customer Experience for new clients and assist with upsell/cross-sell opportunities.
  • Engage in the sales cycle as necessary to gather requirements and develop post-sale engagement plans.
  • Collaborate with Product/Engineering to relay client needs, challenges, and feedback.
  • Exhibit a strong customer service orientation and the ability to cultivate long-term client relationships.
  • Contribute to the repository of customer success resources, including references, case studies, and methodologies.
Qualifications

Candidates should possess:

  • Experience with SaaS products, charging hardware, electric vehicles, fleet operations, and mobility.
  • Excellent communication and documentation skills.
  • Ability to apply project management principles to real-world scenarios.
  • Experience in conflict resolution and addressing client concerns.
  • Demonstrated capacity to work independently and adapt to rapid organizational changes.
  • Exceptional attention to detail and strong organizational skills.
  • Proven ability to thrive in a remote work environment.
Minimum Requirements

Applicants must be located on the West Coast or in a Mountain time zone, with:

  • A minimum of 2 years of experience in EV Charging.
  • At least 1 year in Customer Success, Professional Services, Account Management, or Customer Relationship roles.
  • Proficiency in managing multiple projects of varying complexity.
  • A solid understanding of technology and the ability to communicate in technical terms.
  • A professional demeanor in challenging situations.
  • A willingness to take ownership of responsibilities beyond the job description.
  • Experience in Telematics is a plus.
Compensation and Benefits

The salary range for this position is between $80,000 and $90,000 annually. We offer a comprehensive benefits package, including:

  • Unlimited PTO to encourage work-life balance.
  • 80% coverage of medical, dental, and vision premiums.
  • 401K plan with a dollar-for-dollar match up to 5% of your annual salary.
  • Access to training and development resources.
  • A remote-first work environment with flexibility in work schedules.

Electriphi is an equal-opportunity employer, committed to fostering an inclusive culture that values diversity and does not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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