Technical Customer Success Manager
About The Position
Driivz empowers major service providers that aspire to take a significant role in the e-mobility landscape with a market-leading, end-to-end EV charging and smart energy management software platform.
Since founding Driivz, our core focus has been on providing a digital services software platform to major players in the EV market. With hypergrowth in EV charging infrastructure, we offer a scalable, intelligent and integrated solution that enables our clients to effectively manage their networks and provide drivers with an exceptional EV charging experience.
Operating in over 30 countries in the US, Europe and Asia, we enable hundreds of millions of events for millions of EV drivers and manage tens of thousands of public chargers (100,000s in roaming).
Our customers include global industry players such as: EVgo, Volvo Group, Shell, CircleK, Recharge, Centrica, ESB, ElaadNL, CEZ, Mer, MOL Group, and eMobility Power.
Join our team to work alongside the most brilliant and disruptive minds that are focused on leading the eMobility industry and building a greener world.
We are looking for a Technical Customer Success Manager to join our team!
Responsibilities:
- Serve as the primary point of contact for the customers.
- Serve as point of knowledge on Driivz systems and customer implementation.
- Understand the customers’ business and technical needs. Partner with the customer to empower their EV green revolution.
- Help the customer grow their business by partnering with their stakeholders and anticipating their future needs.
- Build trust, transparency, and open communication channels with customers.
- Assist customers with ongoing implementation support while mastering the technical skills and product implementation knowledge.
- Collaborate with Product Management and R&D teams to deliver customer requests.
- Perform quarterly customer business reviews to present the account status, service value and KPIs.
- Analyse, track, manage and escalate risks and mitigations.
- Prepare weekly updates on project/account status.
Requirements
Requirements:
- Bachelor’s Degree or equivalent – preferably in Business and/or Hardware/Software or other technical oriented field.
- A minimum of 5 years of experience as a Technical Customer Success Manager.
- Fluent English speaker – a must!
- Strong knowledge, understanding and experience with IT/Software Systems, preferably in the SaaS industry.
- Experience as a business analyst, defining Business Processes - a big advantage.
- Excellent technical user capabilities of computer software systems.
- Excellent interpersonal skills and team spirit.
- Ability to track and manage multiple tasks.
- Traveling to customers may be required.
Optional requirements:
- Experience in Programming or Engineering – an advantage.
- Knowledge of the EV industry.
KPIs:
- Customer satisfaction – Weekly reports, quarterly business reviews, CSAT measurements.
- Delivery on time, on budget, in quality.
- Booking revenue.
- Upselling of new modules.
Interfaces:
- Customers
- Sales, Biz Dev
- Product
- Finance
- Support, Implementation
- R&D
