Customer Success Head

ABOUT SHIFT EV:
Shift EV is an electric mobility technology company, based in Cairo, Egypt.
Our vision is to expedite the adoption of electric mobile solutions in Egypt
and the region by developing state-of-the-art electric drivetrain solutions.
Our team members are top-notch industrial and academic experts from MIT and
Intel. We are backed by local and global VCs on our mission to electrify
fleets. We are looking for new members to expand our tightly-knit team.
YOU’LL WORK ON:
As a valued member of our team, your role will centre around shaping the
future of mobility. Joining the Customer Success team means you'll play a
vital part in enhancing our customers' experience with our state-of-the-art
smart vehicles. At Shift-EV, we are dedicated to ongoing technological
advancement and operational efficiency. In your position, you'll be tasked
with problem-solving, ideating innovative solutions, and employing critical
thinking to make well-informed decisions. Your responsibilities also encompass
the assessment of individual and product performance, fostering a culture of
continuous improvement within our team, and collaborating closely with
Engineering, Fleet logistics, Aftersales & Quality to establish and uphold the
high standards needed to meet customer expectations.
YOU'LL HAVE OWNERSHIP OVER:
* Developing Customer Success Strategies: Creating and executing strategies to enhance customer satisfaction. This involves analysing customer data, identifying areas for improvement, and making necessary changes for an improved customer experience.
* Managing Customer Success Team: Overseeing a team of customer success representatives, which includes hiring, training, and developing team members to provide exceptional customer service.
* Ensuring Customer Satisfaction: Taking measures to guarantee customer contentment, including conducting surveys, analysing feedback, and implementing enhancements for an overall better customer experience.
* Building Customer Relationships: Establishing and nurturing relationships with key customers through personal interactions, industry events, and tailored services to demonstrate appreciation.
* Collaboration with Departments: Cooperating with various departments, such as Sales, Quality, Engineering, and Product Development, to ensure customer needs are met. This involves relaying customer feedback, participating in product launches, and addressing customer concerns.
* Data Analysis: Analysing customer data using analytics tools to identify trends, patterns, and areas for improvement. This data-driven approach aids in refining the customer experience.
* End-to-End Customer Experience: Overseeing the entire customer journey, from order fulfilment to after-sales services, to ensure all customer expectations are met and exceeded.
YOU ARE
* Educational Background: A degree in electrical or mechanical engineering.
* Professional Experience: ‎9-‎12 years of experience in similar roles, demonstrating a strong track record in customer success and related areas.
* Leadership Experience: Experience in leadership and team management is essential.
* Technical Proficiency: A foundational understanding of technical aspects within the automotive industry.
* Adaptability: Demonstrated ability to handle ambiguity and adapt to changing situations comfortably.
* Conflict Resolution: A proactive approach to managing conflicts, viewing them as opportunities for constructive resolution.
* Customer-Centric & Results-Driven: A clear focus on customer satisfaction and a commitment to achieving measurable results.
* Innovative Thinking: Creativity and the capacity to devise unique and unconventional solutions.
* Communication Skills: Excellent verbal and written communication skills, complemented by strong interpersonal abilities.
* Computer Skills: Proficiency in Microsoft Office applications.
* Collaborative Approach: The capability to work effectively within a team-oriented environment.
Job Type: Full-time