Critical Accounts Program Manager, Technical Support

About Us

With electric vehicles expected to be nearly 30% of new vehicle sales by 2025 and more than 50% by 2040, electric mobility is becoming a reality. ChargePoint (NYSE: CHPT) is at the center of this revolution, powering one of the world’s leading EV charging networks and a comprehensive set of hardware, software and mobile solutions for every charging need across North America and Europe. We bring together drivers, businesses, automakers, policymakers, utilities and other stakeholders to make e-mobility a global reality.

Since our founding in 2007, ChargePoint has focused solely on making the transition to electric easy for businesses, fleets and drivers. ChargePoint offers a once-in-a-lifetime opportunity to create an all-electric future and a trillion-dollar market. 

Join the team that is building the EV charging industry and make your mark on how people and goods will get everywhere they need to go, in any context, for generations to come.

Discover what it’s like to help build the fueling network of the future - check out our Engineering Blog.

Reports To

Vice President / Director – Primary Technical Assistance Center (PTAC)

What You Will Be Doing

Chargepoint is seeking a Manager to oversee the Global Technical Assistance Center's Critical Account Program (CAP). TAC is essential to our business since it performs numerous services that help customers succeed. In-depth knowledge of international services/support operations and the main factors influencing customer satisfaction would be required for the position. The ideal candidate should have extensive experience managing technical escalations for significant and strategic customers from beginning to end, including personally driving escalations through Support and Engineering teams and corresponding with both internal staff members and external customers, including Executive Management. The capacity to handle many objectives, excellent communication skills, executive presence, and a feeling of urgency to solve client problems are all qualities that this leader should possess. He or she will have a big picture perspective, be practical, and be able to function well in a matrixed setting.

Responsibilities

• Act as a customer advocate to make sure that their product needs are addressed internally and work with the sales team to identify cross-services that would help to address the demands of the customer's business.
• Manage significant escalations at the executive level for strategic accounts; provide timely internal and external reports to all levels of management to maintain knowledge of progress and identify any obstacles to resolution.
• Work together with customers to define success goals and make sure they can reach them. To guarantee that goals and associated measurable KPIs are effectively attained, conduct continuing, routine reviews.
• Retain at-risk accounts by gaining the confidence of customers and showcasing Chargepoints' dedication and assistance.
• Identify business-critical accounts' customer issues. To ensure customer satisfaction, coordinate internal partners in functional areas such as product management, technical assistance, and engineering.
• Lead the investigation and resolution of issues as the final point of escalation and in collaboration with customers, engineers, QA employees, product managers, and other customer service professionals.
• This position necessitates a technical understanding of the Products in order to develop hypotheses regarding the causes of problems.
• The CAP manager will also communicate with customers who are having issues, create and maintain documentation, produce regular reports on customer-facing technical issues, ensure that important issues remain top-of-mind for management and the team, and ensure that TAC senior management is aware of any problem affecting customers.
• Collaborate with just about everyone who is a part of our company to solve problems and satisfy customers.

What You Will Bring to ChargePoint

• Final point of escalation for the Customer Service team on all TAC issues
• Own all escalated issues and drive them to resolution
• Monitor cases and the progress when they are in open state
• Ensure that the TAC Engineers work closely with QA and engineering to reproduce and troubleshoot escalated issues
• Ensure that issues that are trending in customer service remain top-of-mind for stakeholders and senior management
• Maintain a complete understanding of the company escalation workflow and involve other teams as necessary to resolve issues
• Ensure every issue is tracked and documented appropriately
• Work with Customer Service team to develop and maintain a knowledge base of information on issues

       Aptitudes

• Ability to prioritize, multi-task, and perform effectively under pressure
• Aptitude both for analyzing technical concepts and translating them into business terms, and for mapping business requirements to technical features
• Strong communication, interpersonal, motivational, and organizational skills.
• Ability to collaborate with various departments to provide timely Root Cause Analysis for the escalations

Requirements

• 10+ years of relevant work experience in Escalation Management in a large Technical Support Environment
• Bachelor’s degree or equivalent
• Willing to work night shifts (EST/PST Time zone)
• Excellent written and verbal communication, including technical writing skills 
• Proficient in Root Cause Analysis and Reporting
• Highly Proficient in managing critical escalations or accounts from a support perspective

 Experiences desired:

• Minimum of 5 years in handling Escalation Management in Mission Critical Environments of Enterprise accounts.
• Experience dealing with large-scale, technologically complex accounts which are constantly challenging product capabilities
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization.
• Strong knowledge of Microsoft Office products, familiar with Salesforce, CRM, Communications or telephony systems experience

Location

Remote – India

We are committed to an inclusive and diverse team. ChargePoint is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.

If there is a match between your experiences/skills and the Company needs, we will contact you directly.

ChargePoint is an equal opportunity employer. 
Applicants only - Recruiting agencies do not contact.