Customer Success Manager at Inspiration Mobility - Inspiration Mobility｜Meet.jobs

Salary Range: $100k-$120k
Location: This role is remote eligible. However, we have offices in Washington, DC, and NYC, and would be thrilled if you wanted to relocate and work with us in person. Our in-office teams come together for collaborative work in the office Tuesday through Thursday and work remotely on Monday and Friday.

To Learn More: Please watch THIS video produced by one of our primary investors, Macquarie, that does a great job explaining who we are and what our fantastic team does.

About Us:
Inspiration is the world’s first specialist investment and asset management platform exclusively focused on accelerating the electrification of transportation in North America. We provide capital and turnkey Electric Vehicle(“EV”) fleet-as-a-service solutions to enable commercial fleets to “go electric” as easily, quickly and profitably as possible. Our company invests in, develops, and manages the real assets (including electric vehicles, EV charging infrastructure, and related real estate) that enable the electrification of transportation at scale. Backed by three of the world’s leading energy and infrastructure investors, we aim to dramatically accelerate fleet electrification in North America while building the leading pure-play, diversified EV infrastructure platform.

Your Mission:
Your mission is to serve as a trusted partner and the main point of contact to our customers and help them achieve their business goals.

As an individual contributor, you’ll help your portfolio of customers expand their fleet of EVs, leverage our EV-centric products and services, and solve their vehicle charging needs. How will you do this? You will deliver top-notch service, anticipate their needs, advocate for their interests internally – all to ensure their satisfaction, which helps us grow our business.

You will also play a foundational role in enabling our organization to scale and adapt as customer requirements and our business evolve. You will report to Kate Roberts, our SVP of Customer Success, and work closely with her as well as the one other Customer Success Manager on her team.

The Legacy You’ll Leave:

As a result of your time in this role, you played a significant part in expanding our footprint by growing each customer in your portfolio and guiding them towards a fully electrified fleet by leveraging your in-depth knowledge of our fleet services and energy offerings. Your insightful feedback from customers helped shape our innovative offerings and ensured we remained at the forefront of our industry. You also contributed to the growth of a best-in-class Customer Success team, known for delivering unparalleled customer experiences and results. Your involvement was essential in helping us streamline our operations by mapping and documenting processes which helped us further grow and scale.

The added bonus? Your efforts in electrifying fleets have made a substantial impact on combating climate change by reducing greenhouse gas emissions, paving the way for a decarbonized planet for future generations to enjoy.

Outcomes You'll Deliver:

• Successfully manage post-sales activity throughout the entire customer journey for your assigned customer portfolio
• Onboard new customers, ensuring a smooth and seamless customer experience
• Establish strong customer relationships and build trust by understanding customer business goals and needs, anticipating and solving problems, and planning and executing with excellence
• Achieve your success metrics, retain your customers, and help grow our revenue through fleet expansion, charging partnerships, and value-add products and services
• Project manage customer initiatives and deliver productive customer business reviews, while driving agendas for weekly, monthly, and quarterly meetings
• Work collaboratively to establish clear procedures and create detailed written materials that will help us efficiently implement our Customer Success initiatives and deliver the best experience possible to our customers
• Boost customer satisfaction and revenue through regularly assessing potential upsell, cross-sell, and renewal opportunities
• Playan instrumental role in building and integrating internal processes within our Customer Success organization as well as with our other internal teams
• Serve as the “voice of the customer” and bring insights to guide our product and service innovation and development

Who You Are:

• You have 4+ years in a customer-focused role with a proven track record of driving business growth and achieving a high Net Promoter Score (NPS)
• You have experience in fleet management, mobility, EVs, energy, or a related industry
• You are a proactive and adaptable builder and problem solver who is not afraid of managing in the grey and thrives working in a fast-pace, high-growth environment
• You are detail-oriented, highly organized, and these superpowers allow you to juggle multiple tasks simultaneously while executing with excellence
• You are a natural collaborator with the ability to own and execute independently and through others
• You have a creative, business and solutions-oriented mindset and like to roll up your sleeves to get things done
• You have outstanding written and verbal communication skills that enable you to handle challenging customer scenarios with professionalism and ease, whether it be through email, phone, or in-person interaction
• You are highly proficient in Excel and are confident in analyzing data and creating visualizations to track success metrics and tell stories to influence customer behavior and drive adoption
• You have experience working with a CRM, such as HubSpot, project management and tracking tools such as Jira, data insight tools such as Sigma, and process mapping platforms such as Lucidchart, which you will use regularly

Our Core Values:
Inspiration’s culture is based on a shared respect for our core values described HERE. Fit with these values is a critical component of our hiring process, and employees are expected to demonstrate these behaviors in their interactions with colleagues, customers, and all stakeholders. An assessment of how each employee has exhibited our values is an important part of our performance review process.

Our Commitment To You:
Inspiration embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the greater our impact will be!