Enterprise Customer Success Manager

Driivz, a Vontier company, powers the e-mobility revolution with a market-leading, end-to-end EV charging and energy management platform for global charge point operators and electric mobility service providers.

We offer a scalable, integrated solution that enables our clients to efficiently manage their networks and provide EV drivers with an exceptional charging experience.

Operating in over 30 countries across the US, Europe, and Asia, we facilitate hundreds of millions of charging events for millions of EV drivers and manage more than 100,000 public chargers (with hundreds of thousands available through roaming).

Our customers include global industry leaders such as EVgo, Volvo Group, Shell, Circle K, Mer, Recharge, Kople, ESB, CEZ, MOL Group, and eMobility Power.

Join our team and collaborate with some of the brightest and most innovative minds driving the e-mobility industry forward and building a greener future.

For more information, please visit http://www.driivz.com

As a Customer Success Manager (CSM), you will serve as a named resource and partner for Driivz’s customer organizations. You are a trusted advisor, forging deep relationships with your customers and account teams and maintaining an awareness of key events, needs, potential risks, and value drivers. With a continual focus on your customers’ business needs, you will help to improve their overall technical and operational health, helping them to realize the maximum value out of their Driivz investment. You will act as a point of contact for any major customer incidents, being responsible for managing expectations and communications through the resolution of such incidents.

These activities will enable you to proactively set the customer up for success through optimization of the platform, with special care during critically important peak events. This will require deep technical knowledge of Driivz platform, and the ability to work closely across internal and external teams to provide a unified customer experience.

Your Impact

• Serve as the single point of customer accountability responsible for the orchestration of all deliverables, experience, renewal, and expansion.
• Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature.
• Help your customers achieve their business goals and outcomes, by:
• Guide your customers from onboarding to go live, adoption, renewal and expansion.
• Understand your customer’s business needs, GTM, competitive map and most importantly the value drivers that led them to invest in Driivz.
• Providing timely, proactive guidance based on the areas of interest for your customer.
• Acting as an advisor to your customers for the adoption of new features of Driivz and identifying potential challenges and risks to your customer's implementation.
• Act as an advocate for customers during the triage and resolution of high-severity cases to assist with the timely resolution of these issues.
• The CSM may be required for occasional travel to customer sites and may need to be available for some after-hour or weekend coverage, depending on the customer’s need.

Minimum Requirements

• Minimum of 8 years of work experience in one or more of the following: Technical Customer Success, SaaS platforms, project leadership, technology solutions development, technical solutions, and/or solutions architecture.
• 4+ years’ experience in management consulting services,
• Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level.
• Skills for analysing technical concepts and translating them into business terms and mapping business requirements into technical features.
• Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.
• Knowledge of software development process and design methodologies.
• Ability to quickly learn complex platforms and technologies
• Experience leading efforts of cross-functional teams to facilitate the resolution or disposition of customer needs or projects.
• Experience working with Enterprise-level customers with high ARR

Preferred Requirements

• Knowledge of and/or interest in the eMobility and electric vehicles industry