Senior Director Customer Support - North America

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

Senior Vice President- Global Customer Experience

What You Will Be Doing

The Senior Director of Customer Support for North America is responsible for building and leading a team of technical managers and support engineers focused on guiding customers and partners through technical resolution of problems encountered during the deployment and operations of ChargePoint’s family of products and solutions. This leader will ensure the team is properly trained and adheres to established procedures, resulting in timely problem resolution and high customer satisfaction.

RESPONSIBILITIES:

• Building high performance teams, fostering employee growth, and forging a common goal of industry leading customer satisfaction
• Close collaboration with cross functional teams and leaders in like Sales, Product Management, Engineering, Operations, and other ChargePoint functions to address customer issues both reactively and proactively.
• Establish and manage day to day escalations processes for critical issues and customers
• Establish and manage a Critical Accounts Program (CAP) for customers with persistent and high number of technical issues
• Establish an engineering interlock process, where customer found defects are presented and remediated, leading to prompt resolution of problems when engineering/product engagement is required. This is across both hardware and software solutions.
• Establish training plans and subject matter expertise within the team
• Ensure that escalations are effectively tracked, with statuses communicated to internal and external stakeholders
• Lead and manage executive escalations in handling critical customers
• Drive conversations ongoing enhancement of products and processes, including serviceability and supportability of ChargePoint products and solutions.
• Data driven leader, establishing appropriate performance management systems with measurable KPIs.
• Automation driven leader, establishing tools and systems that improve workforce productivity, and driving customer satisfaction.

What You Will Bring to ChargePoint

• Tenacious commitment and passion for a “Customer First!” culture
• A solution orientated leader with an analytical approach, bringing a strong balance of technical and soft skills needed to establish customer trust.
• Strong communication, interpersonal, motivational, and organizational skills.
• Ability to collaborate with various departments, while acting as a customer champion for prompt problem-solving

Requirements

• 10-15+ Years of Experience in Services or Support Industry, supporting complex embedded software and hardware solutions, as well as application software
• Minimum of 10+ years in handling Escalation Management in Mission Critical Environments of Enterprise accounts.
• Experience dealing with large scale, technologically complex accounts which are constantly challenging product capabilities

Experiences desired:

• BS required, MS/MBA desired, in a technical field
• Excellent written and verbal communication, including technical writing skills
• Managed Multi-location / multi-Geo teams.
• Demonstrated experience in leading teams of direct reports and resolving conflicts effectively.
• Effective people management, Team Building, Leadership, and development skills.
• Skilled at building high performance teams, developing people and creating a shared vision.
• Demonstrated strategic and tactical skills in operational excellence