ORS Partners

  • Customer Success Manager

    Job Locations US-MA-Boston
    # of Openings
    1
    Category
    Account Management / Customer Success
  • Overview

    XL is hiring a Customer Success Manager (CSM), who will report to the Chief Operating Officer. This CSM position is a new and important role at XL Hybrids and will help manage customer relationship retention and optimization. The CSM will leverage a portfolio of technical, marketing and interpersonal skills to help manage XL’s “post-deployment” customer interaction process, while working alongside and directly supporting the activities of XL’s Sales and Business Development teams with both new and existing fleet customers. The CSM will heavily utilize XL’s proprietary XL Link vehicle connectivity platform to provide data-driven reports and actionable intelligence to XL’s fleet customers focused on fleet electrification.

    Responsibilities

    • Be responsible for building performance, ROI and sustainability cases for each XL customer, and then communicating these results of XL Hybrids’ technology performance in the field.
    • Help manage XL's “post-deployment” customer interaction process with both new and existing fleet customers, while working alongside and directly supporting the activities of XL’s Sales, Business Development and Marketing teams.
    • Heavily utilize XL’s proprietary XL Link vehicle connectivity platform to provide data-driven reports and results to XL’s fleet customers including fleet vehicle data points such as fuel economy, drive cycle characteristics, cost savings, sustainability benefits as well as vehicle service record.
    • Interface cross-functionally with XL’s Cloud team (i.e. the team at XL who builds and continually enhances XL Link) to help suggest ways to build out XL Link data-capturing and reporting capabilities to ensure customer needs are met.
    • Host webinars/conference calls to educate new and existing customers on the capabilities of XL Link and the XL Plug-in App, and structure ongoing program monitoring processes.
    • Provide ongoing periodic reports to existing XL customers (even without customer request) to facilitate consistent communication between XL customers and XL’s Sales and Business Development teams about product benefits and potential program expansion.
    • Be a customer advocate to help build trust and communication to ensure customer relationship success.
    • Interface with XL’s technical advisory board to utilize best practices.

     

    Additional Responsibilities based on experience/interests

    • Consult fleet industry customers to investigate strategies to help the XL team further position and productize XL Link into a differentiated, standalone service offering.
    • XL is a dynamic, growth business, so joining our team means that you will have a wide scope of work and responsibilities that may shift with rapidly growing areas of the business.

    Qualifications

    • A genuine interest in interfacing with customers
    • Product marketing and/or customer success management background
    • Experience performing reporting and/or data analytics
    • Bachelor’s degree; master’s degree preferred
    • Excellent knowledge of MS Excel, MS PowerPoint and Salesforce; software skills a plus
    • Exemplary planning and time management skills
    • Ability to multi-task and prioritize tasks
    • Excellent verbal and written communications skills
    • An interest in clean energy and automotive technology
    • Discretion and confidentiality
    • The ability to work full time at the XL's Boston office, but travel when needed.

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