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Strategic Customer Success Manager

2 months ago

Des Moines, Iowa, United States General Motors Full time
Position Overview:

Remote Work:
This role allows for flexible working arrangements, enabling employees to operate off-site on a permanent basis while maintaining regular visits to customer locations.

About GM Envolve:
At GM Envolve, we strive to be the preferred partner for businesses and government entities, delivering comprehensive solutions tailored to their diverse needs.

Role Summary:
As the EV Customer Success Manager, you will serve as the main point of contact for our clients after the sale, guiding them through the onboarding process and ensuring ongoing support. Your expertise will be crucial in facilitating the smooth integration and adoption of GM Envolve's extensive solutions, which include advanced telematics, charging infrastructure, and strategic fleet electrification planning.

Key Responsibilities:
  • Act as the primary consultant for customers post-sale, ensuring effective implementation of GM Envolve solutions.
  • Oversee the customer journey from onboarding to continuous management, ensuring effective communication with clients and internal teams.
  • Utilize data analytics to proactively engage clients, enhancing product adoption and ensuring success throughout the customer lifecycle.
  • Collect customer feedback to improve processes and advocate for their needs within the organization.
  • Build and strengthen customer relationships to understand their objectives and maximize their return on investment.
  • Promote GM Envolve solutions by demonstrating their value and educating customers on new features and products.
  • Deliver exceptional customer support, ensuring timely and proactive service to enhance satisfaction and retention.
  • Manage contract renewals and invoicing while maintaining high levels of customer engagement.
  • Achieve performance targets related to quality and productivity within our CRM system.
  • Develop Customer Success resources such as case studies and playbooks.

Qualifications:
  • Bachelor's degree or equivalent experience with a minimum of 4 years in customer-facing roles, preferably in software, charging solutions, or fleet management.
  • At least 4 years of experience in implementing complex hardware/software solutions, with a preference for expertise in fleet telematics and electrification.
  • Minimum 2 years of experience with SaaS platforms and EV charging infrastructure.
  • Proven project management skills with the ability to lead initiatives under tight deadlines.
  • Strong proficiency in Microsoft Office Suite and experience with CRM platforms like Salesforce.
  • Ability to manage complex customer relationships and drive satisfaction.
  • Analytical mindset with a focus on data-driven decision-making.
  • Customer-centric approach with a passion for helping clients succeed.
  • Strategic thinker with strong problem-solving abilities.
  • Adaptable and able to thrive in a fast-paced environment.
  • Excellent organizational and time management skills.

About General Motors:
Our vision is to create a world with Zero Crashes, Zero Emissions, and Zero Congestion. We are committed to leading the change that will make our world safer and more equitable for everyone.

Why Join Us:
We aspire to be the most inclusive company globally, fostering an environment where every employee can thrive and contribute to meaningful change.