GM Envolve- EV Customer Success Manager- NCR

General Motors - Indianapolis, IN

Full-time - Mid Level

Indianapolis, IN

Transportation Equipment Manufacturing

About the position

At GM Envolve, our mission is to be the partner of choice for business and government customers, providing comprehensive solutions to meet their holistic business needs. To deliver exceptional value to our customers with our products and services, GM Envolve is establishing a customer success team. This team's goal is to drive customer satisfaction, retention, loyalty, and EV adoption through an exceptional customer experience. The customer success team will deliver a best-in-class experience to a diverse range of B2B customers, ensuring they receive the foundational support necessary to maximize the benefits of our fleet solutions and optimize their operational efficiencies. As an EV Customer Success Manager, you will act as the primary liaison for our customers post-sale, guiding them from onboarding through successful delivery and providing ongoing support thereafter. Your guidance will be key in facilitating the seamless integration and adoption of GM Envolve's comprehensive solutions, including advanced telematics, charging solutions, and strategic fleet electrification planning and implementation. You will work hand in hand with GM Envolve Account Executives to ensure a unified approach to serving our customers and meeting their evolving needs. This role will be based in the Southeast region, North Central region, and South-Central region. In this position, you will manage the customer journey from initial onboarding to continuous account management, ensuring clear communication with clients and internal teams to meet all key milestones. You will utilize analytics to proactively engage with clients, enhancing product adoption and ensuring sustained success across the customer lifecycle. Your role will also involve gathering customer feedback to refine processes and advocate for customer needs within the organization and with external partners, helping the team generate and execute on ideas to enhance overall customer success. Establishing and deepening customer relationships to understand their business goals and boost their return on investment from GM Envolve products and services will be crucial to your success.

Responsibilities

• Serve as the primary liaison for our customers as both advisor and consultant post-sale, ensuring seamless product integration and effective implementation of GM Envolve solutions in their operations.
• Manage the customer journey from initial onboarding to continuous account management, ensuring clear communication with clients and internal teams to meet all key milestones.
• Utilize analytics to proactively engage with clients, enhancing product adoption and ensuring sustained success across the customer lifecycle.
• Gather customer feedback to refine processes and collaborate across functions, advocate for customer needs within the organization and with external partners, and help the team generate and execute on ideas to enhance overall customer success.
• Establish and deepen customer relationships to understand their business goals and boost their return on investment from GM Envolve products and services.
• Drive adoption of GM Envolve solutions by demonstrating their business value; provide updates on new product features or functionality for contracted services; identify opportunities to educate customers on existing and new products and solutions.
• Provide exceptional customer support, ensuring timely, accurate, and proactive service to enhance customer satisfaction and retention.
• Emphasize the benefits of GM Envolve solutions, enhancing customer satisfaction through strategic upselling and cross-selling.
• Manage contract renewals and customer invoicing and ensure comprehensive customer satisfaction and product engagement.
• Achieve targets related to quality, productivity, and customer record maintenance within our CRM system.
• Develop Customer Success Assets such as references, case studies, and playbooks, and participate in thought leadership.

Requirements

• Bachelor's degree or equivalent experience with at least 4 years in customer-facing roles, ideally in software, charging solutions, or fleet management.
• Minimum 4 years of experience in implementing complex hardware/software solutions, with a strong preference for expertise in fleet telematics, management, and electrification.
• At least 2 years of experience with SaaS platforms, EV charging infrastructure, and understanding of electric vehicle ecosystems.
• Proven project management experience, demonstrating the ability to lead initiatives and manage team outputs under tight deadlines.
• Strong proficiency in Microsoft Office Suite and experience utilizing CRM platforms like Salesforce.
• Experience with dealers or commercial fleet customers in a sales or service role is preferred but not essential.
• Proven ability to manage complex customer relationships and drive customer satisfaction.
• Analytical mindset with the ability to interpret data and make data-driven decisions.
• Customer-centric mindset with a passion for helping customers succeed.
• Strategic thinker with strong problem-solving skills.
• High level of adaptability and ability to thrive in a fast-paced environment.
• Strong organizational and time management skills.

Nice-to-haves

• Experience with dealers or commercial fleet customers in a sales or service role is preferred but not essential.

Benefits

• Paid time off including vacation days, holidays, and parental leave for mothers, fathers and adoptive parents;
• Healthcare (including a triple tax advantaged health savings account and wellness incentive), dental, vision and life insurance plans to cover you and your family;
• Company and matching contributions to 401K savings plan to help you save for retirement;
• Global recognition program for peers and leaders to recognize and be recognized for results and behaviors that reflect our company values;
• Tuition assistance and student loan refinancing;
• Discount on GM vehicles for you, your family and friends.