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XL Fleet

Customer Success Director

– Boston, Massachusetts
Employment Type Full-Time
Minimum Experience Senior Manager/Supervisor

Position Overview

The Customer Success Director is responsible for XL’s overall customer success, satisfaction and adoption beginning immediately after the product is delivered. In this role you will ensure that XL delivers on the promised value while building a loyal customer base.

Your focus will be to make every customer wildly successful resulting in long-term loyalty to XL. This includes monitoring customer health, proactively addressing any issues, and driving performance improvements. The expected end result is increased overall customer satisfaction, retention and continuous growth of the XL footprint. 

Primary Responsibilities

  • Set and lead XL's strategy and approach to maximize customer satisfaction and loyalty
  • Lead and manage our key customer relationships after product delivery
  • Work with customer to set strategies, goals and KPIs and track results
  • Provide cross functional, customer focused leadership
  • Define and implement processes, metrics, systems, and required tools
  • Provide real-time guidance to the executive and management teams regarding customer status including celebrating wins and identifying potential issues
  • Oversee customer incentives and grants process
  • Build and oversee customer complaint resolution processes
  • Be responsible for building performance, ROI and sustainability cases for each XL customer, and then develop customer reports.  Communicate results of XL’s technology performance to customers
  • Develop, implement and own XL’ “post-deployment” customer interaction process with both new and existing fleet customers, while working alongside and directly supporting the activities of XL’s Sales, Service, 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 and Data Engineering 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 about product benefits and potential program expansion
  • Execute/support voice of customer exercises, collect and process information that helps build business plans, product and technology roadmaps
  • Interface with Applications Engineering when escalation or additional technical information is required to address customer interests
  • Interface with XL’s Advisory Board to utilize best practices
  • Ensure consistent footprint expansion and revenue growth from XL's product offering to meet or exceed expectations for incremental revenue by identifying new opportunities after the sales cycle; upsells and/or renewals.
  • Create passionate champions for our products and our mission. Be an ambassador for our brand, consistently impressing customers with your knowledge and professionalism serving as a customer advocate, often functioning as a liaison between our customers and all internal XL team (Service, Technical Support, Product Development, etc.), to further strengthen the XL partnerships
  • Ensure customers employ best practices and their XL solution is optimized for maximum value
  • Create a framework of prioritizing customer initiatives and drive for execution
  • Ensure that our clients receive the highest level of service and care; determine customer service requirements by maintaining contact with customers.
  • Lead Executive Level discussion around sales, marketing and customer care processes to provide insights from our customers to drive continual innovation to our platform, product and technology
  • Participate in industry events, conferences, and strategic alliances as needed

Qualifications 

  • Experienced, high-energy, and self-motivated customer success professional leader
  • Proven track record of growing business, specifically managing large enterprise accounts
  • Entrepreneurial and align well in a start-up environment, ability to handle regular ad-hoc requests from the team, management and customers
  • Experience designing & performing reporting and/or data analytics
  • Excellent & demonstrated verbal and written communications skills
  • Experience leading meetings, demonstrations, presenting to senior executives in person and remotely
  • Managing and leading remote teams
  • Automotive/Fleet market experience strongly preferred
  • Expert level knowledge of MS Excel, MS PowerPoint; SalesForce, other CRM & software skills a plus
  • Startup experience strongly preferred, flexible and ability to manage regular ad-hoc requests
  • 8-10+ years of relevant industry leadership experience, ideally involving electro-mechanical products; professional experience in increasing responsibility owning successful large enterprise customer relationships
  • Bachelor's degree in engineering, math or other technical discipline. Advanced degree preferred

Personal Attributes

  • Proven ability to build strong relationships of trust and confidence; a genuine and demonstrated interest in interfacing with and being the voice of the customer; adept at conflict resolution
  • A passion for clean energy and automotive technology
  • Outstanding communicator to internal and external audiences regarding the business
  • Demonstrated business acumen, great problem solver, ability to lead in a changing environment
  • Able to take informed risks; entrepreneurial; not afraid to challenge conventional wisdom
  • Good judgement; discretion and confidentiality as appropriate
  • Strong drive to succeed and track record of accomplishments
  • High personal and professional standards of ethics and integrity
  • Able to persuade, influence, inspire, and motivate others; ability to manage conflict
  • Organized, detail-oriented, and a self-starter; exemplary planning and time management skills; ability to prioritize and handle multiple tasks under stress and with a high degree of urgency
  • Creative and innovative thinker; proactive, tenacious, and curious, positive, team-minded
  • XL is a dynamic, growth business, so you will have a wide scope of work and responsibilities that may shift with rapidly growing areas of the business
  • Post assimilation, able to commute to the Boston office a minimum of 2 days/week with travel as required (estimated at not more than 10%)

 

 

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  • Location
    Boston, Massachusetts
  • Employment Type
    Full-Time
  • Minimum Experience
    Senior Manager/Supervisor
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