Customer Success Manager

• Proactively communicate order status, delays, and delivery activities to customers.
• Facilitate the development of service and maintenance plans in collaboration with customers and GM service teams.
• Manage order changes and coordinate necessary system updates with the GM Envolve Solutions Center.
• Ensure customers are well-prepared for vehicle delivery to facilitate a smooth transition.
• Oversee EV charger installation projects when applicable, coordinating with partners and tracking milestones.
• Provide digital onboarding resources and conduct post-sale welcome calls for newly onboarded clients.
• Lead onboarding sessions tailored for fleet managers and drivers.
• Analyze telematics and usage data in Customer Health Reports.
• Identify expansion and upsell opportunities and forward qualified leads to Account Executives.
• Monitor vehicle health alerts and escalate issues to minimize downtime.
• Serve as the customer’s advocate during support escalations, managing resolution and communication throughout the process.
• Share industry best practices and contribute to the internal knowledge base.
• Build and deepen customer relationships to understand business goals and maximize return on investment (ROI).
• Drive adoption of GM Envolve solutions by educating customers on new features and business value.

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