Vendor Management Specialist - San Jose, United States - Bayone

Description

JOB DESCRIPTION:
We are looking for a Customer Success Manager who will help support our Customer Operations team. Our Customer Operations team is responsible for managing B2B customer accounts for Waypoints Charging customers. The post-sale process for projects being sold to these customers will require diligent internal / external collaboration and coordination to achieve high levels of customer satisfaction.

The phases of customer-facing coordination this team will be responsible for includes, but is not limited to:
1) Pre-construction (site design, engineering, permitting, etc.)
2) Deployment
3) Ongoing Operations & Maintenance and other miscellaneous customer escalations.

The ideal candidate is an individual who can build strong relationships amongst cross-functional teams, manage across all levels of the organization, set-manage-meet aggressive timelines, and has the experience and knowledge of working in a complex operational environment. They must have a proven ability to train others and drive results with their data-based insights. The right candidate will have a passion for a customer-centric approach.

THIS IS WHAT YOU'LL DO:

• Become an integral team member as we scale a team of Customer Success Managers who will work directly with our B2B accounts.
• Help to develop, define, and improve the standard operating procedure and playbook for B2B account management and customer success.
• Lead issue resolution and become an escalation point for your customer accounts.
• Coordinate with different cross-functional teams to implement programs and own all internal communication related to our onboarded customers.
• Perform additional responsibilities as assigned.

THIS IS WHAT YOU'LL NEED:

• Undergraduate, graduate degree, or equivalent
• 4+ years of experience in a role focused on account management, asset management, operations & maintenance, customer success/operations, or service-oriented responsibilities - preferably have working experience with global customers.
• A customer-centric mindset and approach.
• Experience in the EV & Renewables industry preferred; experience with B2B products involving construction/deployment elements a must.
• Strong problem-solving skills with an emphasis on cross functional program management.
• Excellent written and verbal communication skills for coordinating across teams.
• A strong desire to translate the complex and ambiguous into manageable, accomplishable, mission-oriented deliverables that meet company timelines.