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Director of Customer Success

Hyliion (www.hyliion.com) is bringing hybrid electric technology to tractor-trailers. We save up to 30% in fuel consumption with an add-on product that can be installed on both new and used tractor-trailers. We bring the same technology that is in a Tesla or a Prius to the trucking industry in an easy to install solution.

Position Overview:

The Director is responsible for building a team and process that makes an exceptional customer experience a part of the Hyliion brand. The Director will manage the communication and support of the field teams and other internal/external business partnerships. The position requires planning and delivering support programs for the Customer Service teams, and offering guidance on standards, best practices, and tools to improve service for our customers.

Responsibilities include:

  • Provide program implementation leadership for the field Customer Success teams
  • Obtain a thorough understanding of the value that drives assigned customer decisions for using Hyliion products and services.
  • Build, lead, and develop a Customer Success Team
  • Lead interdepartmental collaboration efforts
  • Design, communicate, maintain and continually optimize departmental processes that address business needs and that ultimately yield an excellent brand-appropriate customer experience.
  • Promote and communicate department and adherence to company policy and procedures related to Customer Service
  • Deliver on-going reporting and visibility into team and individual performance
  • Work closely with Subject Matter Experts to design and develop the learning curriculum and training content based upon identified areas of need.
  • Create and manage support for the internal Customer Service workflow and standard operating procedures
  • Monitor the systems and technology to allow for full support for the Customer Service support requirements
  • Enhance the call coaching efforts for our team members, to include scripting, training, RFP support and resource material for our internal members
  • Support employee development and provide training as needed

Required Critical Skills & Qualifications:

  • BA/BS;
  • 5+ years of experience delivering on high impact solutions, either in a consulting role, account management practice or customer service role.
  • High level ability to define problems, collect data, establish facts, and draw valid conclusions
  • Excellent presentation and demo skills
  •  Demonstrated success in working in a highly collaborative environment and driving success by bringing together of knowledge and expertise groups
  • Strong understanding of Customer Support Center environment
  • Travel – 10% based on business needs and field support
  • Located in, or willingness to re-locate to Austin, TX
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