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SalaryAbout Tritium
Founded in 2001, Tritium (NASDAQ: DCFC) designs and manufactures proprietary hardware and software to create advanced and reliable DC fast chargers for electric vehicles. Tritium’s compact and robust chargers are designed to look great on Main Street and thrive in harsh conditions, through technology engineered to be easy to install, own, and use. Tritium is focused on continuous innovation in support of our customers around the world.
About the Role
This position reports directly to the Vice President of Operations and Customer Support, Americas. The position can be based at Tritium Americas locations (Torrance, California, or Lebanon, Tennessee), or remote USA.
The purpose of this role is to ensure the successful deployment of Tritium products and associated services with Key Customers by supporting critical pre- and post-delivery start-up and onboarding processes. Further, the Key Customer Success Manager will be responsible to ensure that the customer experience from onboarding onwards is flawless. To deliver this experience, the Key Customer Success Manager will liaise with a range of stakeholders, ensuring resolution of deployment issues advocating for customers and working hand in hand with relevant sales, engineering, operations, and customer support teams as required for success.
Key responsibilities for this role include, but are not limited to:
- General: Fulfil our post sale obligations under the governing contract of sale.
- Work alongside the sales account manager (counterpart) to plan and manage the full lifecycle relationship between Tritium and designated Key Customers to develop and grow customer loyalty to maximize profitable returns from Key Accounts to Tritium.
- Manage and build relationships with key decision makers and stakeholders at the customer organization throughout all levels and functions with core focus on Operations, Logistics, and Account Service.
- Act as the key point of contact for customers in the resolution of any issues associated with the deployment of Tritium products and services working in concert with Customer Support/Field Service, Operations and Shipping/Logistics.
- Communicate Key Customer requests to Tritium internal stakeholders in a timely manner fostering timely responses.
- Integrate and socialize Key Customer’s operational performance metrics into the day-to-day management of the Key Customer Accounts.
- Hold regularly scheduled operational meetings with key customers aligned with their desired meeting frequency.
- Provide deployment key metrics reports to support Quarterly Business Reviews or other regularly scheduled Top to Top meetings between Tritium and Key Customer leadership.
- Escalate any customer issues, complaints, or concerns to the responsible senior manager(s) within Tritium on a timely basis
- Customer Onboarding:
- Develop Tritium’s Customer Onboarding Strategy in the Americas region in alignment with other regional counterparts.
- Represent and own the customer lifecycle of onboarding process.
- Provide insight into the Customer agreed CX strategy to Tritium functional leads, to effectively execute to meet Key Customer requirements and expectations. Work with Tritium’s cross-functional teams driving continuous improvement and excellent customer experience during the onboarding process providing real-time feedback. • Address and where needed escalate onboarding issues to Tritium Senior Management.
Evaluate & Align Onboarding Strategy with Key Customer Requirements:
- Remain in constant contact with Key Customers to evaluate satisfaction and to proactively identify upcoming needs and action plans to address.
- Understand customer's business goals, culture, and challenges and align the Onboarding Strategy with Key Customer goals.
Implement Onboarding Strategy:
- Bridge the gap in the customer's journey from the initial sale, to becoming a fully functional customer who understands all aspects of the product features, can initiate customer support (myTritium), and can serve as a point for necessary escalations.
- Act as the interface between the customer and Tritium’s various internal stakeholders.
- Ensure customer success by orchestrating a seamless onboarding experience.
- Anticipate and resolve customer issues promptly.
- Ensure proper onboarding to enable successful adoption of Tritium’s products and services.
- Build close and effective professional relationships with Key Customers.
Customer Satisfaction:
- Create Customer engagement and stakeholder expectation management in alignment with other regional counterparts
- Collect feedback via direct contact & NPS surveys, to gauge satisfaction for products and services and create action plans to address underperformance.
- Use Quarterly Business Review or Key Customer equivalent to perform periodic sentiment check meetings to gauge overall satisfaction.
- Guide and inspire internal teams to attain excellence in customer service delivery.
- Deliver an engaging, positive culture company-wide, focusing on delivering excellent customer experience across product, services, and key stakeholders.
- Identify improvement opportunities and communicate with cross-functional stakeholders.
- Ability to travel to Key Customers project sites or headquarters as required up to 40%.
Evaluate & Analyze Feedback:
- Utilize agreed system and measurement of CSAT and Net Promotor Scores globally.
- Interpret trends in customer care by Key Customer and identify actions to address/remedy in a timely fashion.
- Independently perform a gap analysis of Tritium products and services against Key Customer use case/deployment experience versus requirements.
- Use CRM Salesforce, Excel, and other possible data tools to perform analysis.
About You
- Proven work experience as an Account Manager, Customer Success Manager, Key Account Manager with technical
- Demonstrable ability to communicate, present and influence key internal and external stakeholders at all levels of an organization, including executive and mid-level.
- Solid experience with CRM software (e.g. Salesforce, Zoho CRM or HubSpot) and MS Office (particularly MS Excel and PowerPoint).
- Experience delivering client-focused solutions to customer needs.
- Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail.
- Able to deliver high quality results whilst under pressure
- Excellent listening, negotiation and presentation abilities.
- Strong verbal and written communication skills.
- BA/BS degree in Business Administration, Sales, Engineering, Finance or other relevant field.
- Ability to speak one or more European languages considered a pre.
- Environmental, Health & Safety requirements
Comply with all safe work practices, rules, procedures and instructions with the intent of avoiding injury to themselves and others, damage to plant or equipment and environmental pollution.
Take reasonable care for the health and safety of themselves and others.
- Wear personal protective equipment and clothing where required.
- Comply with any reasonable direction given by Management for environmental, health and safety.
- Not misuse or interfere with any environmental or health and safety equipment provided.
- Report all near misses and incidents on the job immediately.
- Report all known or observed hazards to the Supervisor or Manager immediately.
Benefit
Join a fast-paced and dynamic business in green tech. We want to change the world for the better and we work hard to do it every day. Tritium offers competitive salaries, free EV charging at available offices, and a diverse range of learning opportunities and career paths.
Pay Scale Information
$75,000 - $120,000
*Exact pay will be based on experience level and education*
Tritium is an equal opportunity employer. We will not discriminate based on race, color, religion, gender expression, age, disability, marital status, sexual orientation, or military status.
