Enel Green Power

  • Director of Customer Success

    Job Post Information* : Posted Date 1 week ago(11/6/2018 8:59 AM)
    # of Openings
    1
    Category
    Enel X Position
    Location
    US-CA-San Carlos
  • Overview

    The Director of Customer Success is a consultative pre-sales, project management and service delivery position responsible for the customer journey from Sales through post-implementation account management. The focus of this role is on enhancing the post-sales customer experience, fostering account relationships through deployment plans designed to meet customer strategic objectives, and drive revenue growth for eMotorWerks.

    Director of Customer Success will perform responsibilities in various phases of the solutions delivery cycle.

    Qualifications

    -Project management experience with highly technical products - ideally software/IT projects
    -Ability to balance a variety of large projects simultaneously in a fast-paced, ambiguous environment
    -Experience working with multi-national project teams
    -Cross functional team leadership and communication
    -Customer experience design a plus
    -Excellent written/spoken communications

    Responsibilities

    Customer Acquisition
    Partner with Sales to scope engagements and formalize offerings into proposals
    Customer Onboarding/Account Management
    Manage the customer onboarding process and become the customer’s primary point of contact and work through all facets of product/service delivery
    Act as the main point of contact for customers to coordinate, consult and flawlessly execute major projects
    Work with key customers to establish critical goals, or other key performance indicators to aid the customer in achieving their goals.
    Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of products and services.
    Project Management
    Utilize experience with leading complex multi-national software/IT integration projects to manage joint development projects between eMotorWerks and its partners.
    Ensure Engineering/Product Management teams are delivering on time, on budget
    Track budget, deliverables/timeline
    Customer Advocacy
    Liaise closely with cross functional resources and other 3rd parties as appropriate to ensure successful and timely delivery
    Partner with Product Management to help align customer feedback with the product roadmap to ensure on-time delivery of products/services
    Identify and develop new opportunities for expansion across the customer’s business and collaborate with the sales team to drive growth.
    Advocate for customer needs/issues cross-departmentally and program manage account escalations. Identify and resolve critical pain-points and opportunities for continuous improvement

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