Roaming and OCPI Partner Manager - 12 month FTE

Reports To

Manager, Roaming Operations

What You Will Be Doing

The Roaming Operations team is a specialist team within ChargePoint with dedicated expertise relating to our roaming partnerships, integrations, and products. ChargePoint manages one of the largest roaming networks in the world, with over 800,000 ports and hundreds of partners, with the aim of ensuring a seamless and superior experience for all drivers interacting with our services. 

Overall, activities of the Roaming Operations team include:

1.    Providing L3 detailed support and troubleshooting of roaming and OCPI-related issues 
2.    Identifying, reporting, and analysing issues, and working with engineering, other internal teams, and our roaming partners as needed to resolve them
3.    Reporting of project status’
4.    Monitoring our network
5.    Inputting to company projects and products as a technical subject matter lead
6.    Onboarding of new roaming partners via OCPI (Open Charge Point Interface) APIs

What You Will Bring to ChargePoint

This role will lead roaming partner management and operational activities for one of our software solutions in Europe that focused on providing a simple, intuitive, out-of-the box products for station hosts and fleet operators. They will work on topics relating to ChargePoint eMSP and CMS roles.

The candidate will conduct analysis of technical issues arising on the platform between ChargePoint and its partners post-launch, and where relevant work with partners and/or internal teams to resolve them. The successful candidate will be in regular exchange with our support, sales, project management, product management, engineering, and finance to ensure status and timelines are communicated and new integrations are launched seamlessly.

This means working with third-party roaming partners (CPOs, eMSPs, Maps, National Access Points, and other partners integrated via OCPI) and/or customers to monitor, investigate, and where relevant work with internal and external partners to resolve issues.

This role will be a key point of contact for our customer experience (CX) team, building training materials for them and being a point of escalation for them, as well as being a bridge between CX and partners to our core roaming software development team on technical topics. The role will work very closely with the wider Partner Management organisation and will also cover some Partner Management roles such as clearing house administration. 

The candidate will interact with a range of software tools used internally, including Salesforce, Confluence, Postman, Tableau, Jira, Kibana, and Snowflake, as well as custom-build interfaces. They may also interact with tools developed by our partners

Requirements

• Experience working in cross-functional teams.
• The capacity to build expert technical knowledge of our roaming services and functionality.
• A partner and customer-centric and problem-solving mindset, with a willingness and ability to own problems to their resolution.
• Technical educational background is preferred but not essential
• Demonstrated ability to work with software tools such as Snowflake, Tableau, Kibana, Postman and other similar platforms.
• Excellent communication skills in English, both written and spoken (any additional language is a plus, particularly German or French), with ability to summarise issues to technical and non-technical audiences
• At least 3 years of B2B work experience in an engineering, technical support, or other technical role ideally for a SaaS company or within the automotive, energy or CleanTech industry
• Good understanding of databases (SQL) and of software systems
• Affinity for e-mobility and sustainability topics
• Willingness to travel internationally occasionally for workshops with internal stakeholders, partners, or customers  
• Previous roaming-related (e.g. OCPI) knowledge or experience is a strong plus but not required

Location

Germany, Austria, Netherlands, UK, France, Spain, Italy 

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