Customer Success Manager

Job Summary:

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 serve as the customer’s advocate and champion throughout the customer journey and will work closely with cross-functional groups to ensure we achieve our customer’s goals.

This role is based remotely in either TX or Southern, CA

Overview:

• Customer Relationship Management: Build and maintain strong, long-lasting customer relationships by working with transportation directors, maintenance staff, drivers and other essential operations staff to understand their operational needs, goals, and challenges and provide tailored solutions
• Onboarding and Training: Guide customers through the onboarding process, provide training and support, project manage internal and external teams, and coordinate with bus dealers and OEMs to ensure a smooth transition to EVSBs
• Account Management: Proactively monitor customer relationships, identify issues, and develop strategies to address them effectively
• Solution Customization: Work closely with customers to tailor our service offerings to meet their specific operational needs
• Data Analysis: Analyze data and performance metrics to identify opportunities for improvement and provide data-driven recommendations
• Issue Resolution: Act as a liaison between customers and internal teams to resolve issues promptly and ensure customer satisfaction
• Process and Product Feedback: Collect and relay customer feedback to our Technology, Project Development teams, and other stakeholders to drive continuous improvement
• Customer Maintenance Strategy: Partner with bus dealers, OEMs and customer maintenance teams to ensure operational efficiency and fast issue resolution

Qualifications:

• 2+ years of experience in a customer-facing role, such as Customer Success, Project Management, Partnership Management, or Account Management.
• Bachelor’s degree or equivalent experience in a relevant field (business, technology, engineering)
• Extreme empathy and ability to take initiative to do the right thing for the customer
• Strong project management skills
• Ability to travel to customer sites on a monthly basis
• 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 with ambiguity and processes that are still being defined
• Understanding of web applications and ability to learn new technologies
• Experience working in a non-SaaS industry and/or with municipal or government entities is a plus