Deployment Manager (Customer Support)

Reports To

Director, Service Automation & Engineering

What You Will Be Doing

The Manager, Deployment will lead a team of Deployment Engineers in deploying Electric Vehicle charging stations in a world-class fashion to deliver an exceptional introduction, initial configuration, and education of best practices for new and returning private station owners. This position will be responsible for the day-to-day supervision of inbound and back-office based customer services that require a balance of client relations, technical acumen, understanding of specific use cases, and education on best practices. The Manager, Deployment will be responsible for traditional managerial responsibilities (performance coaching and monitoring, scheduling, attendance, handling escalated cases) as well as reporting weekly and monthly performance and business needs to Management in support of set KPI objectives. The ideal candidate possesses strong leadership skills, a customer-centric approach, the ability to flexibly change and assess needs of team, and willingness to find and communicate to management needs of business to make the customer experience truly world-class.

What You Will Bring to ChargePoint

10+ years of experience

• Collaborates with leadership and direct reports to execute and maintain goals and objectives set
• Provide timely guidance, encouragement, and coaching to direct reports to help strengthen specific knowledge/skill areas needed to achieve highest performance
• Responsible for developing and administering training plans to support deployment Services needs based on reporting metrics and relative special projects
• Responsible to escalated cases and interacts with various groups, including Sales Operations, outside Sales team, Owner Support, Field Services, and Program Management to resolve
• Plan, communicate, delegate, and monitor work assignments concerning direct reports
• Communicates process enhancements and new program elements to direct reports
• Conduct Supervisory level reviews to address performance trends and identify potential systemic issues or shortcomings impacting customer experience
• Review, maintain, and delegate cases that need follow up
• Develop daily, weekly, and monthly status reporting for management to develop and put processes in place that will ensure SLA’s are met

Skills and Knowledge Qualifications

• Self-starter with effective inter-personal, organizational, leadership, and communication skills
• Ability to clearly plan, communicate, drive, and maintain training and process needs
• Proficient knowledge of normal office software (Word, Excel, PowerPoint, Outlook)
• Able to manage and maintain multiple tasks and priorities and work within short timelines
• Ability to assess priorities to effectively handle escalated situations

 Competencies

• Exemplary attendance and punctuality
• Ability to communicate timely (verbal and written), effectively, and clearly with multiple audiences (e.g. Management, Peers, Business Partners, and direct reports) is required
• Excellent verbal and written communication skills
• Strong inter-personal/communication skills
• Strong time management and organizational skills
• Must be able to sit for long periods of time
• Position requires use of headset/microphone

Location

Bangalore, India