Bilingual Customer Success Manager

2 weeks ago

Etobicoke, Canada ChargeLab Full time

About ChargeLab:
Over the next decade, there will be a massive shift to electric vehicles, with the majority of North American vehicle sales expected to be EVs by 2030. ChargeLab is a fast-growing software company building the EV charging infrastructure of the future with solutions that power networks of EV charging stations across the world.

All EV chargers in our network are connected to the internet. Our software remotely manages and controls these units to make life easier for EV drivers and charger owners. Simple, eh? Of course not; life is never that easy. There are a few things that can go wrong in this process; including software bugs, connectivity issues or even hardware faults. That’s where you come in

About the role:
You will help to own the customer experience and ensure drivers, site hosts, installers and business partners have best-in-class support and service. You’ll make sure our customers are taken care of when they experience EV charger issues. This is a customer-facing role where you’ll directly interact with stakeholders to ensure value in our software, proactively engage and educate about the industry, and help clients through different projects. Most importantly, you’ll work with executive leadership and cross-functional teams to design processes and systems to proactively engage and continue to drive value for our clients.

We are looking for a Junior to Mid-level bilingual customer experience specialist with a technical background. Strong project management skills and experience is a plus

Customer Success Manager responsibilities:

- Ensure customer service excellence by being the first point of contact for your portfolio of ChargeLab clients - answering, investigating and escalating issues across the organization
- Proactively engage with clients about new software, and expand the role of ChargeLab within their business organizations
- Provide sales leads and sales support as required to ChargeLab clients
- Assist with onboarding new clients, and help train the new clients about the technology
- Create support process documentation to optimize future efficiency
- Be customer’s needs advocate to the Product, Engineering and Operations teams through documenting customers issues and providing regular customer feedback
- Maintain a series of best practices, to help educate and onboard new clients - ensuring their long-term success
- Occasionally work shifts to provide support in specific situations
- Occasionally travel to the US when needed though travel will be rare
- Excellent verbal and written communication skills
- Adaptability, decision making skills and the ability to work independently
- Strong project management skills
- EV experience would be an asset
- A continuous commitment to customer excellence and comfort to continuously grow professionally in an environment that is rapidly evolving

Qualifications:

- Previous experience working with a reseller network
- 3+ years direct customer-facing experience
- Business-level fluency in French is required
- Successful background check completion (coordinated by us)
- Bonus: Experience with Jira, Zendesk and other Web Tools

What will ChargeLab offer you:

- Excellent growth opportunities
- Getting involved with the new booming EV industry
- Work from home opportunities
- Solid benefits plan

Pay: $80,000.00-$100,000.00 per year

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