Customer Success Manager

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Oversee the execution of onboarding for new customers following contract finalization.

• Take ownership of onboarding checklists and ensure all necessary customer information is gathered.

• Identify the appropriate onboarding contact (such as property manager or asset manager) and confirm that dashboard access is established.

• Coordinate shipment schedules, readiness for onboarding, and activation progress across various properties.

• Mitigate onboarding delays through consistent follow-up and effective communication with customers.

• Guarantee successful charger activation upon installation, verifying that systems are operational and ready for use.

• Gather recent utility bills from property managers for the onboarding setup process.

• Analyze energy bill specifics, including flat-rate plans and time-of-use plans.

• Facilitate pricing entry into the Orange dashboard for customer approval.

• Assist in markup recommendations based on local charging market rates.

• Ensure pricing accuracy to safeguard revenue-sharing agreements and enhance customer satisfaction.

• Aid in reducing the backlog for properties that still need bill collection and setup.

• Identify the appropriate accounting contact and ensure secure account setup is finalized.

• Follow up on any incomplete banking setups across active properties.

• Support recurring billing processes, reimbursements, and property statements.

• Contribute to enhancing billing accuracy and minimizing operational friction across accounts.

• Assist in managing support tickets from EV drivers and property teams regarding charger issues, onboarding questions, fulfillment modifications, and platform-related inquiries.

• Ensure that customer issues are resolved promptly and escalated as needed.

• Support customer success operations throughout onboarding and ongoing post-installation assistance.

• Maintain strong response times and service expectations across customer accounts.

• Help with common recurring support requests while gaining familiarity with broader customer success workflows.

• Identify potential opportunities for expansion to the Customer Success team.

• Support account growth by recognizing potential needs for additional chargers and coordinating the transition to the Sales team.

• Recommend enhancements to systems, templates, and workflows to boost onboarding efficiency and visibility.

• Identify operational bottlenecks and propose improvements that facilitate business scaling.

• Contribute to the development of onboarding and post-sales processes as the business expands.

⛳️ Requirements

• Minimum of 4 years of experience in Customer Experience, Account Management, Customer Success, Operations, or Post-Sales Implementation roles (preferably for U.S. clients).

• Strong background in managing customers post-complex sale with onboarding-intensive workflows that necessitate diligent follow-up and operational accountability.

• Experience in creating workflows, templates, and operational tracking systems to enhance execution and accountability.

• Excellent written and verbal communication skills in English (C2 level required).

• Highly organized with outstanding attention to detail.

• Familiarity with tools such as HubSpot, Google Sheets, Bill.com, Slack, and internal dashboards.

• Capability to work independently and excel in fast-paced startup environments with shifting priorities.

• Bachelor's Degree or higher (preferably summa, magna cum laude, or an Academic Scholar from a reputable institution).

• PREFERRED REQUIREMENTS:

• Experience in EV infrastructure, utilities, property management, construction coordination, or operational environments that require heavy implementation.

• Experience supporting recurring billing models or B2B account operations.

• Experience in U.S.-based startups or rapidly growing technology companies.

• Experience balancing customer-facing account management with internal operational execution.

🏝️ Benefits

• Work From Home

• Training & Development