Senior Director, Training, Certifications, Integrated CX Solutions Management

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

SVP, Global Customer Experience

What You Will Be Doing

Chargepoint is looking for a (Sr) Director, Training, Certifications, Integrated CX Solutions Management to support the SVP, Global Customer Experience by driving the strategy, execution and delivery of 2 critical pillars of ChargePoint’s Customer Experience function, namely Training and Certifications, and Integrated CX Solutions Management.  

Your team will lead for ChargePoint:

Training and Certifications

• Build a model organization with an overarching goal of scaling training content and delivery by vertical and functional area, to address the needs of Customers, ChargePoint’s network of Partners and Customer Experience Employees. Also deliver certification programs ensuring trainees have the requisite background required to manage, deploy and support ChargePoint solutions.
• Build a positive business case for various training and enablement programs against a revenue opportunity model and intrinsic value to ChargePoint, Customers, Partners and Practitioners
• Develop multimodal content delivery including in person & virtual live training, hands-on workshops, self-serve eLearning and rendered videos and comprehensive practitioner programs.
• Deliver an enterprise grade LMS tool to meet the business and technical requirements for content creation, content delivery, and certification management for the umbrella of learning and development at ChargePoint.
• Leverage existing resources – interconnect product content and various internal training assets to build one cohesive signature training and enablement program
• Deliver the training and certification program according to KPIs for technical delivery and financial performance including SLAs for revenue recognition 

Integrated CX Solutions Management

• Drive analysis and requirements on external and internal systems and tools that improve customer and employee experiences, e.g. support portal, installation tools, etc
• Consolidate serviceability and supportability requirements from the broader customer experience organization, and drive to resolution with product and engineering teams.
• Drive automated knowledge solutions on various customer engagement points, with self-serve capabilities.
• Partner with Product Management to influence service and support offer definition.
• Deliver the conversion of service and support products from definition to full operationalization of the service.
• Compel business leadership to support initiatives to improve value to customer, market share or efficiency in delivery of existing service products
• Champion the monetization of services and solution a cohesive, streamlined customer experience.

Duties and Responsibilities

In this role, you will stand-up and lead the team to deliver the above capabilities while personally driving critical initiatives and programs to improve customer experience, increase efficiencies and productivity, and drive revenue and margin. You should have extensive Training and Services Product Management experience and be capable of driving change through executive influence and hands-on leadership. You should have a proven ability to execute both strategically and tactically, effectively building strong bridges in the process, and have a clear orientation to serve the best interests of the corporation and its shareholders. You should have experience in driving strategy, planning, business reviews, program management, product management, and automation/intelligence/engineering of training and services solutions where possible.

Requirements And Success Factors

• Minimum of 15 years strategic and operational management experience in technology systems, software and solutions.
• Ability to see forest and trees – strong strategic thinker who can connect strategies to execution priorities and be hands on to drive the execution of selective priorities.
• Seasoned executive who can connect challenges to business opportunities, and keep teams focused on business results. Comfortable in making tough decisions based on analysis, wisdom and experience.
• Proven multi-level management experience in enterprise technology advanced services. Ability to drive clear strategy and priorities for your team, be transparent and decisive ensuring your team understands what their top priorities are, and why.
• Curiosity, passion, and a willingness to dive in to get the job done quickly and with precision.
• Experience in designing and implementing training, certification and services programs for service delivery, sales and partners. Ability to manage global programs including strategy refinement, policy and process definition, enablement, and successful implementation.
• An analytical, data-driven mindset that uses business insights to inform and educate others on opportunities.
• Ability to demonstrate courage by challenging how things are done and take the best from the past to build something new and better for the future.
• A proven history of being able to influence and rally diverse stakeholders using both qualitative and quantitative insights.
• FUN… Brings energy, passion, and a can-do attitude to your team and everything you do.

Location

Campbell, CA 

ChargePoint is committed to fair and equitable compensation practices.

The targeted US salary range for roles at this operating level is $182,500 to $227,750. This range represents base salary and does not reflect equity, benefits or variable pay where applicable. Actual base salaries are based on several factors unique to each candidate, including but not limited to skill set, experience, certifications and specific work location. 

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.