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Full-time • Entry level

Greater Boston (Hybrid)

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Customer Success Specialist

About Us

Highland Electric Fleets is the market leader in vehicle electrification-as-a-service, focusing on school, municipal, and other government agency fleets. We’ve done the most, and largest, deals in our space and we are growing rapidly. Our full-service offering reduces the cost and complexity of electrification, making it easy and affordable to transition from diesel to electric, today, and accelerating a key element of the clean energy transition.

Our mission is to eliminate the barriers to better student health and cleaner air. We aim to mitigate risk for our customers, increase EVSB market penetration, and deliver positive impacts across a broad spectrum of stakeholders, including students, communities, school districts, fleet operators, manufacturers, and utilities.

Customer Success Specialist

Location: Hybrid Boston

Employment: Full-Time

Compensation: Salary plus bonus

Description:

The Customer Success Specialist (CSS) is excited about electric vehicles and is a self-starter who is passionate about each customer’s success with Highland. No day will look the same, but responsibilities will include building customer relationships, troubleshooting issues remotely, and spearheading initiatives to improve the customer experience and internal processes. The CSS reports to Highland’s Customer Success Manager (CSM) and will work collaboratively across the rapidly-growing company to develop a successful customer support experience.

Responsibilities

  • Build strong relationships with local government partners (transportation directors, depot managers, bus drivers) who you will interact with on a regular basis to provide support on topics ranging from training to vehicle maintenance best practices

  • Conduct regular check-ins with customers to learn about their experience, mitigate potential issues in a proactive manner, enhance customer satisfaction, find upsell revenue growth opportunities, and identify future potential offerings

  • Take ownership of customer tickets, work closely with customers to provide support, troubleshoot, answer questions, and follow all problems through to complete resolution

  • Work with bus dealers and OEMs to provide feedback and build processes to close issues and improve service for customers

  • Build out customer support online resources

  • Manage escalations closely, acting as the quarterback for all critical issues

  • Develop implementation and support plans for vehicle fleets of varying sizes

  • Help shape, build, and scale the customer support process as the customer base expands

  • Work closely with manufacturers and external support vendors to implement Highland’s customer support plan

  • Go above and beyond to ensure customers needs are met

  • Build custom reports and analyze metrics based on customer KPIs

  • Travel to customer sites across the US and Canada

Skills

  • High school diploma or GED

  • 2+ years of related work experience in a customer-facing role, such as Customer Success, Customer Support, Partnership Management, or Account Management

  • Ability to travel domestically up to 10% of the time and has a driver’s license

  • Extreme empathy and ability to take initiative to do the right thing for the customer

  • Confident, high energy, self-motivated and a team player

  • Self-starter with the ability to multitask, prioritize assignments and work independently

  • Experience and knowledge of ticketing systems, workflows, tools and processes for customer service

  • Familiarity with public sector/municipalities and vehicle fleets

  • Familiarity with solar, EV chargers, power supply, batteries, high voltage, etc.

Benefits

  • A competitive base salary
  • Stock compensation
  • 401(k) and 401(k) match
  • 100% paid medical, dental, vision and life insurance
  • Generous vacation, sick time, and holiday time off
  • Performance-based bonus program with a leading, high growth entrepreneurial company
  • Reimbursement for all travel expenses

Renumeration

Highland Electric Fleets provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Highland Electric Fleets complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training