Job Description

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.