Senior Customer Success Manager - Remote

Tritium Power Solutions AU; Paris; À distance; EUR 60 000 - 100 000; Plein temps

Résumé du poste

Join a forward-thinking company dedicated to electrifying transportation and enhancing customer satisfaction. As a Senior Customer Success Manager, you will play a pivotal role in ensuring seamless interactions and operational excellence. Collaborate with diverse teams to optimize customer experiences and drive satisfaction through effective communication and problem-solving. This innovative firm offers a competitive salary, flexible working arrangements, and numerous opportunities for professional growth. If you are passionate about technology and committed to customer success, this role is your chance to make a significant impact in the EV industry.

Prestations

Competitive Salary Package

Diverse Learning Opportunities

Exclusive Discounts and Perks

Flexible Working Arrangements

Qualifications

• 8+ years experience in customer success or service, preferably in the EV industry.
• Strong communication and interpersonal skills with proven escalation management.

Responsabilités

• Build and maintain strong relationships with customers, enhancing their experience.
• Collaborate with internal teams to manage sales orders and technical queries.
• Prepare monthly reports and collect customer feedback for service improvements.

Connaissances

Customer Success Management

Communication Skills

Interpersonal Skills

CRM Systems

Problem Solving

Time Management

Formation

Degree or Higher Education

Outils

MS Office

ERP Systems

Description du poste

Make a tangible impact on electrifying transportation

Multinational technology leader

Fast charging for electric mobility

About Tritium

This position reports directly to the VP, Global Customer Operations at Tritium and is based in Europe – remote. We are open to considering applicants from all over Europe.

We are seeking a dedicated and detail-oriented Senior Customer Success Manager to support Tritium’s mission of delivering high customer satisfaction and operational excellence. In this role, you will work closely with the Customer Operations Coordinator to ensure seamless customer interactions, efficient order processing, and effective communication across departments, ensuring that our customers feel supported and valued at every stage of their journey.

About the role

In a global landscape driven by innovation in energy use and storage, Tritium leads in the design, manufacture, and distribution of fast charging infrastructure for electric vehicles. Building on past successes, the company is now hiring a Power Electronics Engineer to report directly to the Head of Sustaining Engineering as part of the Sustaining Engineering team in Murarrie, Brisbane.

You will play a key role in the design, development, and optimization of high-voltage, high-power inverters and converters, ensuring reliable, efficient, and scalable solutions for EV charging systems. This position will focus on power circuit design, component selection, system simulation, and testing, while also supporting manufacturing, compliance, and field performance.

As a Design Responsible Engineer (DRE), you will own assigned power electronic systems and components, ensuring all solutions align with Design for Manufacturing (DFM), Design for Assembly (DFA), and Design for Serviceability (DFS) principles. You will collaborate with suppliers, manufacturing, quality, supply chain, validation, and certification teams to optimize system performance and reliability.

Key responsibilities for this role include, but are not limited to :

Customer Relationship Management

• Build and maintain strong relationships with customers by responding to queries, resolving escalations, and promoting a positive customer experience.
• Establish client retention goals, track contract renewals, and identify opportunities for upselling and cross-selling aligned with customer needs and the brand image.
• Set up, educate, and train customers on MyTritium to enhance product adoption and value realization.
• Review customer complaints and concerns, using insights to improve processes, products, and customer satisfaction.

Cross-Functional Coordination

• Collaborate with the Customer Operations Coordinator and internal teams, including Production and Finance, to manage sales orders, delivery timelines, technical product queries, and warranty processes.
• Work with the technical department to ensure timely and accurate responses to product or technical issues, enhancing customer satisfaction.
• Establish client retention goals, identify upselling opportunities, and promote Tritium’s products and services in alignment with the brand image.
• Review customer complaints and concerns, driving cross-departmental solutions to improve the overall customer experience.

Customer Satisfaction and Loyalty

• Increase customer satisfaction and loyalty by ensuring timely deliveries of all parts and hardware.
• Advocate for continual improvement by collecting and analyzing client care surveys and feedback, identifying key areas for enhancement in our services and product offerings.

Operational Reporting

• Prepare monthly reports for both internal and external stakeholders.
• Collect customer feedback for continuous product and service enhancements.
• Provide progress updates on order status and delivery timelines to customers and the sales team.

Process Improvement

• Support the Customer Operations Coordinator in managing the customer artwork and SIM card process to ensure timely deliveries.
• Streamline the customer onboarding process by reducing steps, automating tasks, or creating self-service resources to enhance efficiency and customer satisfaction.

Stakeholder Engagement

• Establish strong relationships with both internal and external stakeholders, supporting the Customer Operations Coordinator in delivering a seamless and positive customer experience.
• Collaborate with Sales and Support to address customer needs, share insights, and align on goals to develop resources that enhance customer understanding.

About you

• Degree qualified or other higher education
• 8+ years experience in customer success, customer service, or a related role, preferably within the EV industry
• Strong communication and interpersonal skills
• Proven ability to manage escalations and prioritize tasks in a fast-paced environment
• Experience with CRM and ERP systems
• Proficiency in MS Office
• Capable of following instructions and applying processes and procedures
• Understanding of and commitment to customer satisfaction
• An affinity with technology and a commitment to our vision for e-mobility and renewable energy
• Focus on time management

What’s on offer

Our people are our most important asset. We want to change the world for the better and we need you to do it. We invest in and nurture our talent, enabling you to succeed and achieve your full potential. Other benefits include :

• Competitive salary package
• A diverse range of learning opportunities and career paths
• Access to thousands of exclusive discounts and perks with the Swag app
• Flexible working to accommodate your work-life balance by agreement

Tritium is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Tritium welcomes the opportunity for applicants to share their unique talents, backgrounds, and expertise to create exceptional outcomes.