Hardware Customer Success Manager, Electric Hydrogen

• Bachelor’s degree with 7+ years of experience
• Proven experience reviewing and managing complex contracts
• Proven track record of influencing across an organization to stand up new programs and initiatives
• Strategically minded and commercially astute with a proven capacity to translate information and ideas into actionable plans
• Familiarity with customer success tools and software, such as SalesForce CRM, customer analytics and feedback management platforms
• Ability to anticipate future trends across the industry to influence, create and drive strategic impact, engagement and communication
• Internal partnership skills and interest in collaborating across multiple teams to align goals and develop execution plans
• Willingness to travel (20%) to visit customers and support sales

Desirable

• We have an exciting and challenging opportunity to be the first employee on our global Customer Success team. The driving force behind our growth, is a skilled and dedicated Customer Success team
• This is highly cross-functional role, working with multiple groups across the company to build out our program and support our mission of making molecules to decarbonize our world
• You will help set the strategy to ensure our customers have a frictionless experience while using our world-class solutions
• This is a high-profile customer-facing role requiring outstanding relationship management, technical acumen, contract management expertise, service delivery management and leadership skills
• You will be responsible for driving customer outcomes through involvement in and ownership of customer interaction, achieving goals, appropriate reporting, internal and external stakeholder reviews, continuous improvement of results and ensuring support and alignment across the organization
• You will be based at our facility in Natick, MA or San Carlos, CA, and will report to the Vice President of Business Operations
• Ensure successful customer relationships that result in follow-on sales
• Manage complex customer contracts for compliance and service excellence
• Ensure the customer and EH2 adhere to contractual commitments to prevent service delays
• Ensure customer projects are delivered in accordance with the contract
• Educate EH2 and our customers about contractual obligations and consequences of non-compliance
• Handle commercial and contractual issues by effectively communicating with customer throughout customer journey
• Lead for building training manuals and training customer
• Monitor customer usage and adoption of products and services and proactively address any issues or roadblocks to ensure customer success
• Engage in client meetings to materially impact the customer experience and growth
• Track and report on key project milestones
• Use listening, questioning and discovery skills to uncover hidden value for customers
• Act as a conduit for customer and partner feedback and suggestions
• Conduct meetings to address open questions or issues and derive expanded benefits
• Report internally on customer success and design programs for continuous improvement
• Assist defining the company’s Customer Success vision and implementation through effective strategies, internal collaboration and action plans
• Create meaningful, customer-centric and achievable Key Performance Indicators (KPIs) that are aligned with business priorities and ensure these are well communicated and visible
• Compile, review, analyze and interpret data and communicate with stakeholders using clear, concise reporting mechanisms
• Collaborate with operational leaders to foster a culture of continuous improvement and learning
• Ensure internal alignment across handoffs
• Drive continuous improvement in CSM processes, tools and technology and work closely with the product and engineering teams to incorporate customer feedback into product development