Director of Customer Success
EVPassport, United States
Job Description
Who we are and why we exist:
EVPassport is a private equity-backed Los Angeles based EV Charging Station provider empowering and inspiring the mass adoption of electric vehicles.
About EVPassport:
EVPassport is the EV charging hardware and software platform for purpose-driven organizations. Brands committed to sustainability rely on EVPassport to provide their customers with the most seamless payment experience to charge any electric vehicle without requiring a separate app, account or a top-up balance.
EVPassport is the only platform that enhances customer engagement for these companies by providing custom branded hardware with API-powered software that easily integrates with their existing applications and services.
Role Description:
EVPassport, a leading computer software company, is seeking a highly motivated and experienced Director of Customer Success to join our team. As the Director of Customer Success, you will play a vital role in ensuring our customers receive exceptional service and support throughout their entire journey with our company. You will be responsible for developing and implementing strategies to drive customer satisfaction, retention, and renewals. This position offers an exciting opportunity to shape the customer success function and make a significant impact on our growing organization.
- Establish and lead the customer success department, including hiring and training a team of customer success managers
- Develop and maintain strong relationships with customers, acting as a trusted advisor and ensuring their needs are met
- Define and implement customer success metrics and strategies to improve customer retention and satisfaction
- Collaborate cross-functionally with sales, product, and marketing teams to align customer success efforts and drive customer adoption and loyalty
- Conduct regular business reviews with key customers to assess their satisfaction level and identify opportunities to drive additional value
- Proactively identify at-risk customers and develop action plans to mitigate churn
- Act as a liaison between customers and internal teams to ensure timely resolution of customer inquiries and issues
- Stay up-to-date with industry trends and best practices in customer success to drive continuous improvement
Requirements
- Bachelor’s degree in business, computer science, or a related field
- Proven experience in customer success or account management, preferably in the software industry
- Experience with Salesforce, Slack, and Zendesk
- Knowledge of APIs and EV charging platforms a bonus
- Strong leadership and team management skills
- Excellent communication and interpersonal skills
- Ability to build and maintain strong relationships with customers
- Exceptional problem-solving and analytical skills
- Demonstrated track record of driving customer satisfaction and retention
- Familiarity with customer success tools and technologies
- Results-driven with a strong focus on achieving targets and goals
- Self-motivated and able to work autonomously in a fast-paced, dynamic environment
Benefits
As part of full-time employment, we offer health care, dental, and vision benefits from leading providers. Each employee is entitled to unlimited paid time off and sick leave.
- Health Care Plan (Medical, Dental amp; Vision)
- Paid Time Off (Vacation, Sick amp; Public Holidays)
- Work From Home
- Stock Option Plan