• Own a book of customers based in the EMEA region, acting as their primary point of contact for day-to-day success, questions, and coordination. • Run onboarding, regular check-ins, and service reviews for accounts, keeping engagement consistent and outcomes clear. • Manage inbound support tickets, triaging, responding, and coordinating with Engineering, Labs, and Product where needed. • Track customer health signals, risks, and renewal dates, escalating early when risk is identified. • Act as the voice of the customer internally, providing feedback that helps shape product direction and customer experience. • Support renewals and expansion opportunities with existing accounts, working alongside senior CSMs and leadership where appropriate. • Work closely with senior CSMs to support larger or more complex accounts during busy periods, incidents, or proof-of-value engagements. • Take ownership of internal Customer Success projects such as process improvements, documentation, tooling cleanup, and CS reporting. • Responsibility to maintain and improve internal systems such as HubSpot, Intercom, and internal knowledge bases.

• Drive customer adoption, retention, renewals, and long-term success across a portfolio of water utility customers. • Manage customer relationships from onboarding through renewal. • Help customers realize value from the VODA.ai platform. • Monitor customer health and engagement. • Identify risks and growth opportunities. • Lead account planning and renewal readiness. • Collaborate with Sales, Product, and Engineering teams. • Support consulting partners. • Maintain accurate customer records and health metrics in HubSpot.

Role Description In this role, you will be the technical and consultative partner for prospects and customers during the pre-sales journey. You will work closely with customers to understand their workflows, challenges, and objectives, and turn these insights into viable technical solutions. If you combine strong solution consulting and customer success skills with e-mobility market knowledge, this could be an exciting next step. - Engage with customers to comprehend their existing workflows, challenges, and objectives and translate these into viable technical solutions. - Provide technical expertise and guidance throughout the sales process, including scoping, solution design, and proposal development to help close new business opportunities. - Deliver product demonstrations and presentations to prospects, demonstrating how chargecloud's capabilities can address the customer's business needs. - Project management, liaising with German HQ on an ongoing basis. - Build strong relationships with prospects and customers, earning their trust as a reliable and knowledgeable advisor throughout the sales cycle. - Become the technical reference during the pre-sales phase, providing product expertise on the implementation and integration of our solutions with the customer's systems. Qualifications - Proven experience as Customer Success Manager or Solution Consultant in a B2B environment (experience working at SaaS companies would be a bonus). - Several years of experience in and solid understanding of the e-mobility industry, preferably in France. - Excellent communication and interpersonal skills, with the ability to articulate technical concepts to both technical and non-technical audiences. - Ability to actively listen and understand customer needs, ensuring a positive customer journey at all times. - Strong written and spoken communication skills in French and English are required. Benefits - Flexibility: Design your working hours flexibly with core working hours from 9:00 am to 12:00 pm, and enjoy 30 days of workation in the EU per year. - Team Spirit: Teams meet offline once a quarter for brainstorming and team-building sessions, along with popular winter and summer events. - Sustainability: Contribute to making e-mobility accessible to everyone and support a sustainable future. - Health at Work: Participate in our life coaching program to stay fit and manage workday stress-free. Employment Type - Full-time (40 hrs), unlimited employment contract. Company Description Are you ready to help shape the future of European e-mobility? Then chargecloud is the right place for you! Since our founding in 2016, we have been supporting companies of all sizes in operating their charging infrastructure. Our strong, diverse team of more than 250 employees makes it possible: a software-as-a-service solution that manages charging points and contract data and bills charging processes – across Europe, automated and infinitely scalable.

• Conduct quality assessments of customer interactions across multiple communication channels, including live chats, emails, phone calls. • Perform regular quality reviews using automated monitoring tools and manual evaluation methodologies. • Assess communications against internal quality standards, compliance requirements, regulatory expectations, and customer service best practices. • Monitor the quality of interactions handled by Customer Support, Customer Care Teams • Identify performance gaps, recurring issues, and opportunities for process improvement. • Provide detailed quality evaluations, reports, and actionable recommendations to team leaders and management. • Conduct regular 1:1 coaching and feedback sessions with agents based on quality monitoring results, ensuring adherence to company standards, regulatory requirements, and customer service excellence. • Support employee development by providing constructive feedback and guidance on communication quality and customer interaction standards. • Prepare quality scorecards, performance reports, and trend analyses. • Create, maintain, and update internal procedures, quality guidelines, evaluation criteria, and operational documentation in English. • Participate in calibration sessions to ensure consistency and accuracy of quality assessments. • Collaborate closely with the Global Head of Customer Success to drive continuous improvement initiatives. • Contribute to the development and optimization of quality assurance processes and automated quality monitoring systems. • Ensure consistency, professionalism, and accuracy across all customer-facing communications