Customer Success Manager-West Coast

Portland, OR, United States

Electriphi was founded in 2018 and is headquartered in Palo Alto California. The company provides software solutions with the singular focus of enabling the transition to zero-emission vehicles across heavy, medium, and light-duty fleets in public as well as private segments.

Electriphi was acquired in June of 2021 by Ford Motor Company and now operates as a wholly owned subsidiary responsible for defining the Go to Market for Ford Pro as it relates to charging. The newly formed Ford Pro Charging is a business unit within Ford Pro that delivers End-to-End solutions for our commercial customers. This includes software, hardware, and the necessary services to design, build and operate commercial charging for Ford and Non-Ford customers alike (along with the things that make Ford great like vehicles, telematics, and financing!).

At Ford Pro Charging we are committed to creating an employee experience that provides interesting and challenging problems to work on in a supportive environment. Our leadership team is passionate about providing opportunities for people to learn and grow, and our entire company is committed to being better every day. 4.7 stars on Glassdoor and 100% of our staff saying they would recommend us to a friend goes to show we are in for the long haul.

Overview

As a Customer Success Manager (CSM) your main role is to enable Ford Pro Charging's customers to become successful in using our full fleet of energy management and charging solutions- all while delivering customer delight and satisfaction. You will be working with a dynamic and creative team who set a high bar for innovation and success in a fast-paced and changing environment. We're looking for a rockstar CSM who is excited to work with customers, SaaS products, and charging hardware. You will need a proactive approach to customer interactions, and an eagerness to become the customer's trusted advisor. Experience in electric vehicles, public/private fleet operations, charging infrastructure and/or mobility is highly desired, as well as some with customer success ideology. Our ideal candidate brings an awesome combination of technical/product sense, business acumen, emotional IQ, willingness to continuously learn and most importantly a customer-obsessed mindset!

Essential Functions include but are not limited to:

Coordinate timely and complete delivery of new client products and services

Coordinate and work with the Implementation team and support to ensure seamless onboarding process for each customer

Provide comprehensive and consistent communication to customer and all external stakeholders

Document all project progress and escalate necessary risks to leadership

Play a key role in identifying risks, opportunities and how to maximize value realization.

Understand the motivation, business drivers, strategic goals and desired business outcomes for your portfolio of customers

Demonstrate fundamental understanding of Ford Pro Charging and Ford Pro products and services plus articulate benefits of our solutions to enable customer success

Work closely with Sales teams to ensure a seamless Sales to CX transition for new customers and to help with Upsell/Cross-sell opportunities in existing customers

Participate in the sales cycle as needed to gather requirements, formulate delivery approach, help develop post-sale engagement plans.

Work closely with Product / Engineering to communicate customer needs, pain points and feedback

A strong customer service orientation and the ability to form long-term customer relationships

Contribute to the library of customer success assets (customer references, case studies, playbooks) and thought leadership (methodology, point of view, white papers)

This is a demanding role that requires committed priority management and high emotional intelligence.

Knowledge, Skills And Abilities

Experience with SaaS products and/or charging hardware, electric vehicles, public/private fleet operations, charging infrastructure and/or mobility

Excellent communication and documentation skills

Ability to apply project management knowledge to real world scenarios

Experience with conflict resolution and addressing client concerns. Have a 'Run Towards the Fire" mentality

Demonstrated ability to work independently and adapt style to rapid organizational and platform change

Exceptional attention to detail

Strong organizational and prioritization skills

Demonstrated ability to work in a remote work environment

Minimum Qualifications

Candidates must be on the West coast or at least in a Mountain time state.

2 Years of EV Charging Required

1+ years in Customer Success, Professional Services, Account Management, Customer Relationship

Ability to efficiently manage multiple projects of varying complexity

Proven comprehension of technology and ability to speak and understand in technical terms

Ability to maintain a professional outlook on difficult situations

Willingness to improvise and take ownership of responsibilities "outside of the job description

Experience in Telematics is a plus

Salary Range- $80,000 to $90,000 annual

Our Values/Culture Have Fun and Stay Healthy : This defines who we are, what we do, and how we treat each other through this journey. The total sum of our actions is for the good of everyone. Committing to this value helps us be at our best for our teams, ourselves, and the people in our lives.

Customers + Team : Customers' perception of our people, culture, and vision is what defines us. We innovate on behalf of our customers, we delight them by solving problems, and even before they anticipate them as problems. In much the same way, employees are our 'internal customers.'

Judgment over process : Process is a means to an end (better quality, faster delivery, higher customer satisfaction, lower cost). However, if sticking to the process becomes an impediment, our judgment prevails.

Run towards the "fire" : We work against our human instinct to 'flee' when we see problems. When we anticipate or see a problem, we run toward it with the intent of resolving it. The fire is what challenges us to become better than everyone else.

Our Benefits

We offer a full array of employee benefits and are adding more options as we grow. We have a generous holiday policy and unlimited time off. That's right—we all need time to recharge and make sure we're ready to perform our best. We respect each other as professionals and trust in each other's judgment to get the work done while taking care of ourselves.

Compensation

All things are a conversation and salary will be discussed in the 1st call, not the last one. Most roles have a 10% bonus on top of the base salary.

Unlimited PTO-Time Off

All employees enjoy unlimited PTO. We want team members to grow with us and a big part of that is making sure our team can rest and recharge. Ideally, we would like people to take off a minimum of 15 days per year and encourage days for volunteering, mental health, wellness, etc.... not just vacations or sick days. We observe 8 holidays every year and close the last week of the year so that everyone has a chance to start the New Year off fresh.

Flex Time (We manage by objectives)

You are encouraged to adjust your work schedule as needed—either permanently to reflect on the hours that your core team/customers work, the time you are most productive, or occasionally to get to that ball game, massage, or appointment.

80% of premium costs covered for Medical, Dental, and Vision

Taking care of our team goes beyond the office. We cover 80% of employee and eligible dependent's health, dental, and vision care premium costs so you can be sure that you and your family are in the best possible health. Electriphi also covers 100% of the premiums for your Short-term and Long-term disability as well as company-provided life insurance. We provide access to an array of supplemental and discretionary benefits from pet insurance, legal coverage, critical illness…the list goes on. Most recently we have added adoption coverages and reimbursement for travel when medical support is not available within 100 miles of your home.

Retirement Benefits

Our 401K plan is set up at a $ for $ match of up to 5% of your annual salary. Where most companies have a graduated vesting schedule, you are immediately vested in both employee and employer contributions.

Training and Development

Being a subsidiary of Ford, we have access to multiple platforms of self-guided and instructor-led training and development sources. We want all staff to grow and learn.

Remote-first

Operating as a remote-first company means we get to work with talented folks, no matter where they live. We prioritize a balance of deep focus time with Webex meetings and strive to have in-person events at a regular cadence. We have implemented meeting-free Thursdays to ensure that people have at least one day for innovation, learning, and heads-down projects.

Our Interview Process

We value your time and strive to keep the interview process as concise as possible. Understandably there could be some delays along the way but our goal is to have all interviews completed in a 2-week timespan.

Next Steps

If all of this sounds like your jam, apply via the link below. We look forward to hearing from you soon.

Electriphi is an equal-opportunity employer. We are committed to hiring talent from diverse groups and fostering an inclusive culture that does not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We want to work with others who embody and contribute to a fair and welcoming workplace.

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