Customer Success Manager (East Coast)

About Us

Highland Electric Fleets’ electrification-as-a-service (EaaS) model aims to make electric school buses and other clean heavy duty vehicles attainable for every district across the US and Canada. Our turnkey solution tackles financing, vehicle procurement, infrastructure upgrade and maintenance to create a reliable and affordable fleet for our customers.

We know that cleaner buses create healthier communities and it’s our mission to eliminate the barriers to better student health and cleaner air - just 10 electric buses will reduce the pediatric asthma risk for 1,500 students!*

We are looking for candidates that want to help support this mission…

*Source: American Journal of Respiratory and Critical Care Medicine. Based on estimates for Highland customer with large fleet

Job Description:

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.

Responsibilities

• 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 Ongoing Education: 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 relationship and account health, 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 Sales, Asset Management, Technology, and Project Development teams to drive continuous improvement
• Renewals and Upsells: Identify opportunities to renew contracts and upsell additional services or products to existing customers
• Customer Maintenance Strategy: Partner with bus dealers, OEMs and customer maintenance teams to ensure operational efficiency and fast issue resolution

Qualifications

• 5+ 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

What You Can Expect from Highland:

· Competitive base salary and performance-based bonus program

· A supportive, highly collaborative, team-oriented environment

· Opportunities to make a difference, be heard, add value, and be recognized

· Growth and development with a leader in this new and exciting industry

· Ability to work with bright, innovative, and forward-thinking colleagues

· Health, Vision, and Dental coverage for employees & their dependents

· Life insurance, public transportation assistance

· Generous Paid Time Off

· 401(k) program and company match

Highland Electric Fleets provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Highland Electric Fleets complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.