Service Delivery Manager

The Service Delivery Manager works proactively with priority customers to ensure their ChargePoint support programs are delivered successfully. The Service Delivery Manager owns the support relationship with the customer, in partnership with the rest of the account team.

• Onboard customers to their support programs
• Develop a trusted advisor relationship with customer stakeholders
• Represent the voice of the customer within ChargePoint
• Report on account health internally and externally
• Identify, communicate, and mitigate account risks with support programs
• Produce presentation material/reports and perform routine reviews of support program delivery with the customer
• Communicate account status and concerns to senior leadership within ChargePoint
• Monitor support case progress to ensure all support SLAs are met
• Intervene proactively by raising internal support escalations if an SLA is at risk
• Serve as a customer advocate, handling support escalations received from the customer by working with internal teams
• Track support metrics, driving necessary improvements inside the organization when metrics are not met

This role helps accelerate the transition to electric vehicles by ensuring customers have successful support experiences with ChargePoint's EV charging solutions, contributing to the growth of sustainable transportation infrastructure.

• 5-8 years of experience in account management, or customer success in a support environment focused on technical support, hardware and/or software
• Excellent written and verbal phone communication skills
• Bachelor’s degree
• Demonstrated skills in problem solving, managing competing priorities, influencing peers, removing ambiguity, and action planning
• Strong knowledge of Microsoft Office products, familiar with Salesforce, CRM and case management systems

ChargePoint offers a positive and productive work environment guided by values of Be Courageous, Charge Together, Love our Customers, Operate with Openness, and Relentlessly Pursue Awesome. The targeted US salary range for roles at this operating level is $52,500 to $120,000 (base salary only, does not include equity, benefits or variable pay).

ChargePoint (NYSE: CHPT) powers one of the world's leading EV charging networks with comprehensive hardware, software and mobile solutions across North America and Europe, bringing together stakeholders to make electric mobility a global reality.