Head of Customer Success (mfd)

About the Role

Head of Customer Success will lead the team of customer engineering project managers within a highly technical and innovative organization. You will drive customer success by ensuring that EV charging products built on our technology are delivered on time at the right quality and with market fit. This role requires a leader with deep technical expertise in EV charging technology (embedded IoT cloud systems/CPMS integration hardware systems) and strong experience managing the full lifecycle of customer product development -- from concept and architecture through certification production and market launch.

What You’ll Do

Customer Success Leadership

• Lead coach and develop a team of project managers guiding them through complex customer-facing engineering projects
• Build systems processes and structures that enable efficient customer onboarding product definition prototyping testing certification and production preparation

Technical Consultation & Relationship Building

• Serve as senior technical advisor to customers helping them integrate our software hardware and ecosystem into their charging products
• Build and maintain strong relationships across customer organizations from technical teams to management sales and decision-makers

Customer Product Roadmap Planning & Prioritization

• Work with internal product teams and Technical Product Owners to influence product roadmaps and feature prioritization
• Assess and communicate the business value of feature requests to balance customer needs with company strategy

Cross-Functional Collaboration

• Coordinate internal development teams (R&D product management systems) to deliver critical features on time
• Act as a bridge between customer-facing teams and engineering ensuring smooth execution of projects and feature rollouts

Process Optimization & Documentation

• Drive continuous improvement in customer project processes
• Standardize methods for prototyping testing certification and release
• Improve documentation to enable customers to work more autonomously and reduce the need for custom adaptations

Strategic Market Input & Customer Advocacy

• Provide insights into customer and market trends to shape EcoGs mid-term product strategy
• Identify high-priority projects and advocate internally to secure resources and focus
• Ensure customer success while aligning with the companys long-term technology roadmap

About You

Technical Expertise

• Strong background in software development systems architecture and hardware integration -- ideally with EV charging station technologies
• Understanding of the full product development lifecycle and certification processes (CE UL Calibration Law)

Leadership & Customer Engagement

• Proven leadership experience in managing technical teams and complex customer-facing projects
• Skilled in engaging with customers at all levels -- from engineering to management -- in a highly technical domain

Project & Process Management

• Solid track record in leading multi-stakeholder projects and applying agile methods (e.g. Scrum Agile)
• Experience defining and improving processes and creating best practices/documentation for scalable customer success

Business Acumen & Communication

• Ability to assess business value of features and balance customer requirements with company strategy
• Strong interpersonal and communication skills; proven ability to influence internal and external stakeholders

And beyond your expertise this is how you work

• You take ownership roll up your sleeves and proactively seek out tasks. You bring energy positivity and structure to collaboration -- without needing to be in the spotlight
• You think in connected systems develop topics independently and turn ideas into tangible outcomes. Youre not afraid to make decisions make mistakes and learn from them
• You enjoy presenting results to create clarity and alignment and you regularly surprise those around you with substance consistency and execution power. As a sparring partner you bring realism and help set the right priorities

Preferred

• Experience in the EV or automotive industry particularly in charging infrastructure
• Familiarity with regulatory and certification standards
• Experience collaborating with both hardware and software development teams

Why us

• Lead a mission-critical function in a fast-growing market-leading scale-up
• Shape how customers experience our technology and directly influence product development
• Work at the forefront of sustainable transportation in a high-impact role that bridges technology customer success and strategy
• Competitive salary and benefits plus the opportunity to grow with an international team in a dynamic industry

About us

EcoG is a global IP and tech company working on the rapid expansion of sustainable charging infrastructure for electric vehicles.
With its charge controllers reference designs and software it enables companies to get products & services to market quickly and scale profitably.

EcoG is already the market leader in Europe with more than 15% market share and a strong footprint in the Indian and North American markets.
Overall EcoG grew four times faster than the market last year. Industrial giants such as Siemens or one of the worlds largest service station equipment suppliers are among its customers.

The company continues to grow in 2024 and as a next step invests 144M$ in its North American HQ in the USA.

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