Customer Success Specialist

Who We Are

SWTCH is pioneering EV charging solutions for multifamily and commercial properties across North America. Founded in 2016 by entrepreneurs, investors, and energy professionals, SWTCH had a vision of enabling communities to realize the social, economic, and environmental benefits of widespread EV adoption. Since then, its EV charging and energy management solutions have been installed in hundreds of multifamily buildings, 50 percent of which are classified as low-to-moderate income. By leveraging the latest technology available, SWTCH is making EV charging possible for all buildings.

With a growing base of clients across North America, SWTCH is currently looking for opportunities to deepen our market penetration across Canada and the United States.

Job Opportunity

This is a 14 month contract opportunity in Canada  to service Western time zones (CST, MST, PST) with a preference for bilingual English/French speakers.

SWTCH is seeking a Customer Success Specialist to support our growing customer base. The ideal candidate will ensure customer success and value-based outcomes through a grouped approach by providing tools and resources to consistently achieve customer EV charging goals. To thrive in this role, you have experience working with customers in a variety of industries, enjoy communicating in ways that build relationships, excel at problem solving, and have an interest in learning software applications in the EV industry. The SWTCH team is lean, motivated, and driven by our mission to realize a clean energy future.

Responsibilities

• Lead day to day communication and value demonstration for accounts within a grouped book of business
• Administrative tasks as assigned including ensuring accuracy of information across systems and contributing to data hygiene and improvement projects
• Develop and maintain positive relationships to drive business outcomes encouraging retention and advocacy at scale
• Implement strategies for customers to successfully realize value to retain recurring revenue
• Demonstrate expert level competency of software products and the connection between software and hardware at SWTCH and in the EV space
• Consistently qualify valuable expansion opportunities with customers
• Appropriately set expectations and advocate for product features and improvements as a customer champion
• Collaborate with internal teams and Customer Success teammates to meet and exceed revenue targets
• Troubleshoot and resolve issues in a timely manner, working closely with cross-functional teams as needed
• Ensure customer details and data are captured and updated correctly across systems

• Energy, enthusiasm, positivity
• 1-2 years of experience in a Customer Success or customer facing role
• Strong communication skills and the ability to assess and respond appropriately to any scenario across formats (email, phone, meeting)
• Desire to proactively help customers and internal teams achieve outcomes
• Strong interpersonal and organization skills
• Excellent self-guided problem-solving skills to address the root cause of problems
• Adept at assessing the importance of tasks to prioritize effectively
• Committed to consistently achieving results and demonstrating a high level of performance
• Ability to learn and adapt new technologies and explain software features to any audience
• Collaborate well with others to deliver results and meaningfully contribute to the team
• Comfort navigating ambiguity and adapting quickly to change
• Customer relationship experience, preferably in the technology and software industry. EV industry experience not required but an asset.
• Experience with Salesforce and CRM software a plus
• Bilingual in English and French preferred but not required
• Passion for EV space, decarbonizing transportation, cleantech, sustainability

• Business Impact - As a member of the Customer Success team, you have the opportunity to take an innovative role and make a significant impact on the culture and values of the company.
• Environmental Impact - We are a clean energy company with a mission to reduce carbon emissions globally to ensure a clean and sustainable future.
• Diversity - People develop their talents and skills in different ways. We value different paths and experiences. If you think you meet the qualifications we are seeking, take a chance and express your interest!
• Flexible hybrid work environment for employees in the Greater Toronto Area, fully remote work environment for those outside of the GTA.
• Benefits on day one.

Salary Range:  $50-65K plus a 15% variable component.

SWTCH Energy is an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to age, race, colour, religion, sex including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable laws. Accommodations are available on request for candidates taking part in all aspects of the selection process.