Customer Success Manager (East Coast)

Sorry, this job was removed at 03:23 p.m. (CST) on Thursday, Jan 30, 2025
Hiring Remotely in Beverly, MA
Remote
120K-135K Annually
Transportation • Energy • Renewable Energy
The Role

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.

Am I A Good Fit?
beta
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.

The Company
HQ: Beverly, Massachusetts
99 Employees
On-site Workplace
Year Founded: 2019

What We Do

Highland Electric Fleets is the leading provider of Electrification-as-a-Service (EaaS) for school districts, governments, and fleet operators in North America. Offering a unique suite of products, Highland makes it simple and affordable for public entities to upgrade their fleets to electric.

Similar Jobs

Flywire Logo Flywire

Senior Customer Success Manager, B2B

Fintech • Payments • Software
Remote
Hybrid
USA
1200 Employees
95K-115K Annually

Skydio Logo Skydio

Customer Success Manager (East Coast - Mid Market - Public Safety)

Artificial Intelligence • Hardware • Robotics • Software
Remote
USA
250 Employees

Reprise, Inc Logo Reprise, Inc

Customer Success Manager

Marketing Tech • Sales
Remote
United States
79 Employees
Remote
USA
116 Employees

Similar Companies Hiring

Energy CX Thumbnail
Utilities • Professional Services • Greentech • Financial Services • Energy • Consulting • Business Intelligence
Chicago, IL
55 Employees
InCommodities Thumbnail
Renewable Energy • Machine Learning • Information Technology • Energy • Automation • Analytics
Austin, TX
234 Employees
Air Space Intelligence Thumbnail
Transportation • Software • Machine Learning • Logistics • Artificial Intelligence • Aerospace
Boston , Massachusetts
109 Employees

Sign up now Access later

Create Free Account

Please log in or sign up to report this job.

Create Free Account