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Our client is building the software to operate the most reliable, innovative, and easy-to-use charging infrastructure for electric vehicles, so that shifting the world to a greener way of moving will be a simple switch. They are on the look out for somebody to join the newly formed Customer Success Team. They have huge growth plans whereby customer success and truly understanding what their customers need is at the forefront of these plans.
You’ll be working directly with the founder and their passionate, diverse team in a hybrid setting of your home office and our headquarters in London, an innovative and diverse start-up location. This role will give you exposure to a cross-functional and agile team, with a chance to take ownership for our customers and lead the way. It will be a unique opportunity to shape the foundations of the Customer Success Team and make a global impact in the thriving e-mobility industry.
What You Will Be Doing
Customer Onboarding
- Act as the single point of contact for our customers and take ownership for the client relationship and account
- Ensure the customer is successfully onboarded to the company and fully supported throughout in-life operations
- Ensuring client technical requirements are appropriately reviewed and prioritised into our roadmap, working with the Product Team
- Training and up skilling of our product suite
- Liaising directly with local installer networks to organise site surveys and installation activity
- Sourcing of hardware for fresh installs, where needed
Account Management & Customer Nurture
- Client billing (pulling invoices, sending directly to clients and managing payment)
- Identifying new commercial opportunities and leading these for the client
- Working directly with the marketing team, identify opportunities for wider client outreach and engagement campaigns
- Identifying local and territory requirements and legislations which need to be brought into the product roadmap to best support global clients.
Customer Optimization
- Hold regular reviews with the customer to identify how their charger operation can be optimized and how they can maximize their value
- Identifying any pain points and new feature requests the client needs from the product or service and address with the internal team
- Maintain high customer satisfaction by ensuring the feedback and requirements are addressed by our team
- Define, own and analyze customer success KPIs to identify areas for improvement
What You Will Need
- A zest to do the right thing for customers, always leading by example
- Experience in customer-facing roles in the eMobility industry, preferably within deep tech solutions
- Proven track record of taking ownership and successfully delivering results in a fast-paced, dynamic environment
- A customer-focused mindset with experience in building excellent relationships with customers
- Experience in a customer support or commercial account manager role on a regionalized or global level
- A bonus if you have an intricate understanding of the EV charging industry value chain (EV charging hardware, software & value added services)
- Good communication skills and the ability to influence others, strong commercial acumen
- Excellent organization skills and time management
- Fluent English
About You As a Person
- A go-getter and can-do attitude
- Easy going, open personality - straightforward
- Willing to work in a dynamic start-up environment, with a passion for e-mobility
- Comfortable working in a challenging yet rewarding environment amongst a highly diverse team
- Ambitious, with a thirst for continuously learning new technologies and explaining technical concepts
Why join?
- Competitive salary + stock options
- Join a diverse and hard-working team working on cutting-edge technology for the EV charging space
- Work on stunning tech solutions along with respected leading global clients
- Work closely with e-mobility experts
- Flexible working hours and partial remote work
- Amazing office space with gym, bar, and terrace at The Ministry
Location: London (hybrid setting)