GM Envolve- EV Customer Success Manager- SER

Job Description

Remote: This position does not require employee to be on-site full-time to perform most effectively. The employee’s role enables them to work off-site on a permanent basis. This position requires an employee to cover territory visits to customer accounts in a reoccurring frequency.

The selected candidate will assume territorial responsibility and be located in one of the below listed States.

• Alabama
• Georgia
• Florida
• Mississippi
• North Carolina
• South Carolina
• Tennessee
• Kentucky

GM Envolve EV Customer Success Manager

At GM Envolve, our mission is to be the partner of choice for business and government customers, providing comprehensive solutions to meet their holistic business needs.  To deliver exceptional value to our customers with our products and services, GM Envolve is standing up a customer success team.   This team’s goal is to drive customer satisfaction, retention, loyalty, and EV adoption through an exceptional customer experience.  The customer success team will deliver a best-in-class experience to a diverse range of B2B customers, ensuring they receive the foundational support necessary to maximize the benefits of our fleet solutions and optimize their operational efficiencies.

As an EV Customer Success Manager, you will act as the primary liaison for our customers post sale, guiding them from onboarding through successful delivery and providing ongoing support thereafter. Your guidance will be key in facilitating the seamless integration and adoption of GM Envolve’s comprehensive solutions, including advanced telematics, charging solutions, and strategic fleet electrification planning and implementation. You will work hand in hand with GM Envolve Account Executives to ensure a unified approach to serving our customers and meeting their evolving needs. This role will be based in the Southeast region, North Central region and South-Central region.

Additional Job Description

Responsibilities Include:

• Serve as the primary liaison for our customers as both advisor and consultant post-sale, ensuring seamless product integration and effective implementation of GM Envolve solutions in their operations.
• Manage the customer journey from initial onboarding to continuous account management, ensuring clear communication with clients and internal teams to meet all key milestones.
• Utilize analytics to proactively engage with clients, enhancing product adoption and ensuring sustained success across the customer lifecycle.
• Gather customer feedback to refine processes and collaborate across functions, advocate for customer needs within the organization and with external partners, and help the team generate and execute on ideas to enhance overall customer success.
• Establish and deepen customer relationships to understand their business goals and boost their return on investment from GM Envolve products and services.
• Drive adoption of GM Envolve solutions by demonstrating their business value; provide updates on new product features or functionality for contracted services; identify opportunities to educate customers on existing and new products and solutions.
• Provide exceptional customer support, ensuring timely, accurate, and proactive service to enhance customer satisfaction and retention.
• Emphasize the benefits of GM Envolve solutions, enhancing customer satisfaction through strategic upselling and cross-selling.
• Manage contract renewals and customer invoicing and ensure comprehensive customer satisfaction and product engagement.
• Achieve targets related to quality, productivity, and customer record maintenance within our CRM system.
• Develop Customer Success Assets such as references, case studies, and playbooks, and participate in thought leadership.

Qualifications:

• Bachelor's degree or equivalent experience with at least 4 years in customer-facing roles, ideally in software, charging solutions, or fleet management.
• Minimum 4 years of experience in implementing complex hardware/software solutions, with a strong preference for expertise in fleet telematics, management, and electrification.
• At least 2 years of experience with SaaS platforms, EV charging infrastructure, and understanding of electric vehicle ecosystems.
• Proven project management experience, demonstrating the ability to lead initiatives and manage team outputs under tight deadlines.
• Strong proficiency in Microsoft Office Suite and experience utilizing CRM platforms like Salesforce.

• Experience with dealers or commercial fleet customers in a sales or service role is preferred but not essential.
• Pr