Technical Customer Success Lead
About The Position
The Electric Vehicle (EV) market is booming!
Driivz empowers major players in the e-Mobility landscape with market-leading, end-to-end EV charging and smart energy management solutions.
Our innovative technology helps meet the global demands of the rapidly growing EV charging industry. We enable our clients to accelerate their market leadership and provide users with an exceptional EV charging experience.
Our customers include global industry players and leading electric vehicle service providers, car manufacturers, and gas, oil and electric companies, such as Volvo Group, EVgo, Mer, CircleK, eMobility Power Japan, Centrica, ESB, and more.
Operating in more than 25 countries in the US, Europe and Asia, we manage millions of billing transactions per month for nearly one million EV drivers, saving the equivalent of more than 140,000 tons of CO2.
We offer a hybrid working environment with a team of industry experts who are passionate about leading the green tech transformation.
Join us to be a part of the e-Mobility revolution and together we can recharge the planet for future generations.
For more information, please visit http://www.driivz.com
We are looking for a Technical Customer Success Lead to join our team!
Main responsibilities (major activities held by this position, tasks, interfaces etc.):
Manage a team of Customer Success Managers, while ensuring that the CSM:
- Understands the customers' business and technical needs.
- Assists the customer to grow its business by partnering with Client's stakeholders and articulating future needs.
- Identifies and promotes new revenue growth opportunities.
- Meets target KPIs.
- Assists with coordination of customer support.
- Assists the customer with ongoing implementation while mastering the technical skills and product implementation knowledge.
- Ensure execution of customer journey touchpoints, including onboarding, quarterly business reviews, retention, upsells and other opportunities.
What will you do:
- HANDS-ON POSITION – Personally manage a few key accounts as their CSM.
- Identifies and promotes new revenue growth opportunities.
- Lead, coach and empower the Customer Success team to be successful in their roles.
- Work closely with Product Management, R&D and Sales.
- Oversee escalations for assigned accounts and team’s accounts.
- Foster a positive team culture and participate in team development.
Requirements
What should you have:
- Bachelor’s Degree or equivalent – preferably in Business and/or Hardware/Software or other technical oriented.
- 5 years of experience as a Customer Success Manager.
- 2 years of experience in managing a CSM Team.
- Fluent English speaker – A must!
- Strong knowledge, understanding and experience with IT/Software Systems, preferably from a SaaS company.
- Strong collaboration, time-management, influencing and prioritization skills.
- Excellent technical user capabilities of using computer software systems.
- Excellent human skills and team spirit.
- Travels to customers may be required.
- Follow up on team's tasks and time lines.
- Knowledge of the EV industry – Optional.
KPIs
- Customer satisfaction – Weekly report, Quarterly Business Review, CSAT measurement.
- Delivery on time, on budget, in quality.
- Booking.
- Upselling of new modules.
Interfaces
- Customers
- Sales, Biz Dev
- Product
- Finance
- Support, Implementation
- R&D
Reporting to: Head of Delivery and Customer Success