Full-timeMid-Senior Level

Beverly, MA

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Customer Success Manager

Creating unparalleled customer trust is core to Highland’s mission to make the switch to electric vehicles as easy as possible for our customers. The Customer Success Manager (CSM) is responsible for cultivating and maintaining strong customer relationships post sale, ensuring high levels of customer satisfaction leading to retention and loyalty. The CSM will work closely with Highland’s Project Development and Technology groups to ensure we achieve our customer’s goals.

Responsibilities

  • Own overall customer relationship across the company and become a trusted partner for customers

  • Lead the customer through the full implementation journey and develop and maintain an ongoing relationship with the customer from project initiation through first deployment to contract renewal and fleet expansion

  • Conduct regular check-ins with customers to learn about their experience, mitigate potential issues in a proactive manner, find revenue growth opportunities, and identify future potential offerings

  • Drive retention and growth by proactively engaging with customers, understanding their desires, responding to their needs, and providing best in class customer experience[BS1]

  • Represent the voice of the customer across the company and work closely with Sales, Origination, and Pricing teams to understand all future projects in the pipeline and provide feedback based on trends with current customers

  • Take ownership of customer issues, work closely with customers to provide support, troubleshoot, answer questions, follow all problems through to complete resolution, and perform root cause analysis on all issues

  • Work closely with vendors and manufacturers to get the necessary support to our customers

  • Develop and implement Highland’s customer support strategy, systems, and processes to enhance customer satisfaction

  • Use qualitative and quantitative customer data to understand or anticipate customer needs and suggest solutions that can improve customer support experience

  • Build, develop and lead your own customer support team and institute KPIs to ensure organizational alignment

Skills

  • Bachelor’s degree and 4+ years' of experience in a customer-facing role, such as Customer Success, Customer Support, Partnership Management, or Account Management.

  • Extreme empathy and ability to take initiative to do the right thing for the customer

  • Strong project management skills

  • Data-driven approach to problem solving

  • Strong written and verbal communication skills with excellent presentation skills

  • Experience and knowledge of ticketing systems, workflows, tools and processes for customer service

  • Confident, high energy, self-motivated and a team player

  • Experience working with senior and executive-level customer contacts

  • Ability and desire to work and excel in fast-paced environment

  • Understanding of web applications ability to learn new technologies

Benefits

  • Salary plus bonus
  • Stock compensation
  • Medical Insurance
  • Dental Insurance
  • Vision Insurance
  • Life Insurance
  • 401(k) and 401(k) match
  • Generous vacation/sick time, holidays and floating holidays

Renumeration

Highland Electric Fleets provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Highland Electric Fleets complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training