Senior Customer Success Account Manager, eMobility, Gothenburg - Sweden

Sales & Business Development
Ref: 132 Date Posted: Tuesday 10 Sep 2019
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OUR CLIENT

Our client is one of the major global innovators in Renewable Energy, Cleantech, Smart Energy, IoT and eMobility Solutions. This position is being offered by their eMobility business unit which offers a line of Smart Grid-ready EV charging stations with world-class grid management and user-facing control features, managed through their cloud-based platform.

 

THE POSITION – Senior Customer Success Account Manager, Gothenburg

The Senior Customer Success Account Manager is a post-sales project management and service delivery position responsible for providing a successful customer journey from the time of closing the business through post-implementation account management.  The focus of this role comprises the following initiatives:

  • enhancing the post-sales customer experience for global customers and partners through direct customer stakeholder engagement;
  • fostering account relationships through deployment plans designed to meet customer strategic objectives; and
  • driving additional revenue growth with Global accounts including automotive, brands, energy, and fleets

 

The Senior Customer Success Account Manager will perform responsibilities in various phases of the solutions delivery cycle:

 

Customer Acquisition

  • Partner with Business Development to scope engagements to frame and formalize offerings into proposals as needed

 

Customer Onboarding/Account Management

  • Manage the customer onboarding process and become the customer’s primary point of contact to work through all facets of product/service delivery
  • Act as the main driver for customers’ operational stakeholders to coordinate, consult and flawlessly execute major projects
  • Work with global 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 multinational software/IT/operations/service integration projects to manage joint development between the company and its partners. 
    • Ensure from the customer’s standpoint that Engineering/Product Management teams are delivering on time, on budget, managing and communicating customer expectations, including for the customers engineering, technical, and operational stakeholders
    • Track budget, deliverables, success metrics, timeline
    • Partner with internal product, service and support teams to align on customer success based on a joint team approach

 

Customer Advocacy

  • Liaise closely with cross functional resources and other 3rd parties as appropriate to ensure successful and timely delivery
  • Partner with Product Management and Project 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

 

BACKGROUND & REQUIREMENTS

  • 5-7 years’ experience in Project Management with highly technical products, including hardware, firmware, software and service-based projects.
  • Demonstrable customer sales, service, and management skills.
  • Ability to balance a variety of large projects simultaneously in a fast-paced, ambiguous environment
  • Experience working with multinational project teams.
  • Cross functional team leadership and communication, including embracing of different global cultures.
  • Customer experience design a plus.
  • Excellent written/spoken English communications; second/third language a plus.