B2B/Enterprise Customer Success & Team Manager

This role works with new and existing business and enterprise customers to ensure that they are supremely successful with and delighted by the portable EV charging business they create using SparkCharge equipment. You will be responsible for effectively onboarding these accounts onto our app-based services, and spurring app usage by EV owners to build high customer satisfaction. You will work with your business accounts actively to drive app adoption, as well as act as the voice of your customers internally at SparkCharge. Creative, energetic, and self-driven, you understand SparkCharge customers and how consumers access their services. You know how to make SparkCharge a trusted partner, so companies stay and grow with us. You will manage numerous customers at different stages of the customer lifecycle with ease. You also love understanding a technical product in depth and then communicating those solutions to the users.

Responsibilities:

• Manage all post-sales activity for SparkCharge enterprise customers through strong relationship-building, product knowledge, planning and execution.
• Maintain a deep understanding of both the portable EV charging product and the app which drives its usage. Speak with customers about the most relevant features/ functionality for their specific business needs.
• Increase customer retention by conducting regular check-in calls for tactical items and performing strategic business reviews with C-level Executives and decision makers to align on their objectives and outcomes.
• Develop joint success plans with customers to ensure there is a plan is in place to drive adoption and high value use cases within the organization through change management.
• Track accounts to identify churn risk and work actively to improve customer health and retention.
• Partner with Sales and Professional Services to develop a plan for making SparkCharge a part of each customer’s core architecture.
• Work closely with Product and Engineering on identification and tracking of product improvement requests and bugs.
• Function as the customer advocate and provide internal feedback on how SparkCharge can better serve our enterprise customers.
• Conduct ongoing business reviews that measure client success, analyze the data related to customer success to build an action plan and build plans to achieve client success.

Requirements

• Bachelor's degree required
• 4+ years prior account management/customer success experience
• Strong communication skills and technical aptitude
• Familiarity with HubSpot and Zendesk is a plus
• Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation
• Enjoys working closely with customers to ensure complete satisfaction
• Desire and ability to negotiate and communicate with clients
• At ease in a technical environment
• Ability to work in a fast-paced environment and to juggle changing priorities
• A self-starter who takes the initiative to get things done
• Ability to travel (15%)

Benefits

We are a fast-paced, young start-up working to build a culture based on hard work, respect, work/life balance, and open communication. We offer unlimited paid time off. The Company pays 99% of employees' medical, dental, and vision insurance premiums. Compensation will be based on the candidate’s ability to quickly add value to SparkCharge.