Summary

Own the customer relationship for KWEV-owned and customer-owned EV charging sites. Guide clients from onboarding through long-term success, ensuring adoption, satisfaction, and growth. Act as the link between property stakeholders and KWEV’s operations, product, and sales teams.

Responsibilities

Onboarding & Implementation

Lead onboarding for new charging sites, ensuring smooth handoff from deployment.
Train property managers and facilities staff on platform use, reporting, and maintenance basics.
Align site stakeholders on expectations, service levels, and performance metrics.

Client Success & Relationship Management

Serve as primary contact for accounts.
Conduct quarterly business reviews and share charging utilization and performance insights.
Monitor uptime, adoption, and satisfaction metrics; resolve obstacles proactively.
Manage CRM/ service ticketing workflows and maintain accurate client records.

Growth & Revenue Support

Identify customers that may have upsell opportunities for software features, maintenance plans, or additional capacity.
Partner with sales on renewals, expansions, and reference accounts.
Collect and channel client feedback to product and operations for continuous improvement.

Operational Coordination

Work cross-functionally with operations and technical teams to resolve escalations.
Track site performance against service-level commitments.
Provide structured reporting to leadership on account health and retention risks

Requirements

Experience

3+ years in account management, customer success, or onboarding in construction, energy, EV, SaaS, or infrastructure.
Experience with property management, HOAs, utilities, or community-based clients is preferred.

Skills

Strong communication and relationship management.
Ability to translate technical concepts into business impact.
CRM proficiency (HubSpot, Salesforce, or equivalent).
Analytical ability to interpret usage data and generate insights.
Project coordination across multiple sites and stakeholders.

Attributes

Customer-first mindset with commercial acumen.
Comfortable operating in a fast-scaling, evolving business.
In-office presence in NJ, with travel to sites as needed.

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