Senior Manager - Digital Support Enablement & CX

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.

At ChargePoint, we foster a positive and productive work environment by committing to live our values of Be Courageous, Charge Together, Love our Customers, Operate with Openness, and Relentlessly Pursue Awesome. These values guide how we show up every day, align, and work together to build a brighter future for all of us.

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

Director – Support System & Tools Integration

What You Will Be Doing

As a Sr. Manager - Digital Support & CX, you will be a key contributor in our established team, driving the evolution of our digital support capabilities and enhancing overall customer experience (CX) through the strategic utilization of Salesforce Service Cloud and other digital support technologies.

Your Responsibilities:

1. Digital Support Strategy: Collaborate with established team members to contribute to the formulation and execution of a comprehensive digital support strategy. Utilize Salesforce Service Cloud and other tools to improve customer experience and operational efficiency.

2. Enablement Roadmap: Contribute to the strategic roadmap for digital support, aligning technological advancement with business objectives and customer needs.

3. Business Requirements Management: Work closely with the customer support business team within our established team to gather, document, and prioritize business requirements that align with customer experience goals.

4. Process Optimization: Identify opportunities for process enhancement and automation within the existing team. Streamline digital support workflows to optimize efficiency and improve the customer journey.

5. Innovation and Best Practices: Stay updated with industry trends, digital support best practices, and technological advancements. Share insights and propose innovative solutions.

6. Stakeholder Engagement: Collaborate with cross-functional teams, business leaders, and IT partners within the established team. Ensure alignment of digital support initiatives with overall business strategy.

7. Strategic Execution: Support the execution of digital support initiatives, ensuring successful implementation, adoption, and measurable impact on customer satisfaction and operational performance.

8. Customer Insights: Analyze customer feedback and data to contribute to data-driven decisions. Drive improvements that enhance the overall customer experience.

9. Change Management: Facilitate successful adoption of new digital support processes and technologies within the existing team. Contribute to change management efforts.

10. Multi-Phased Approach: Assist in strategically planning and executing multi-phased projects. Deliver minimum viable products (MVPs) while focusing on the long-term digital support and CX strategy.

What You Will Bring to ChargePoint

· Proven experience in strategic planning, digital support enablement, and customer experience management, ideally with Salesforce Service Cloud or similar platforms.

· Strong collaboration skills within cross-functional teams, fostering innovation and continuous improvement.

· Deep understanding of digital support processes and best practices, translating customer needs into actionable strategies.

· Proficiency in process optimization and driving operational efficiencies.

· Analytical and problem-solving skills, with a data-driven decision-making approach.

· Effective communication and presentation abilities to convey complex ideas.

Requirements

· Bachelor's degree in Business Administration, Marketing, Information Technology, or related fields.

· Salesforce Service Cloud certification is a strong advantage.

· Minimum of 8-10 years of relevant experience in strategic roles related to digital support or CRM technology.

Location

Marathahalli, Bangalore 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.