Position Overview

This position will be responsible for managing a team of Customer Service Program Managers who are the interfaces between the customer and Proterra from contract award through delivery to the customer site. This position will report directly to the Sr. Director of Customer Service. You will be responsible for ensuring the right people and processes are in place so that Proterra’s customers have an industry leading experience and are fully prepared to deploy a fleet of advanced electric vehicles by getting the most from their products.

About the Role – You Will:

• Manage a team of CPMs located in different areas around the country.
• Responsible for all management aspects of the team including resource planning, budget performance metrics, processes and reporting.
• Research and understand needs of the customers and ensure processes address them.
• Interface cross-functionally with engineering, manufacturing, marketing, finance, etc.
• Create relevant field performance metrics and ensure a robust system to generate and report on them.
• Develop industry leading performance goals and lead team to achieve them.
• Establish processes for managing customer contract execution and delivery.
• Benchmark the industry to ensure world-class customer satisfaction.
• Optimize the delivery and acceptance process such that both internal and external needs are met.
• Develop pre-production materials and manage pre-production customer meetings for successful program kick-off.
• Act as a point of escalation for customer interactions.
• Other duties as assigned by management.

About Our Group:

• As strategic partners, the Customer Service team strives to ensure that our values, culture and engagement always allow us to do great things for our company.
• We strive to provide the highest-level service and support to our clients each and every day.
• We work collaboratively to build strong relationships with our clients, partners, and own team.
• We treat each other with respect, and always try to have a little fun every day!
• This position will be part of the Greenville, SC based Customer Service team that supports Proterra’s Manufacturing and Engineering operations.
• You will report to the Director of Customer Service and collaborate with other Customer Service team members located at our headquarters in Burlingame, CA and other manufacturing facility in Los Angeles, CA.

About You

• Self-starter with the ability to adapt interpersonal styles and techniques to influence at all levels of the organization and is ready to understand and improve unfamiliar parts and products.
• Customer-focused attitude, with high level of professionalism and discretion.
• Ability to maintain strict confidentiality, establish trust and credibility, and act with complete integrity.
• Detail-oriented, resourceful, and diligent with the ability to work in a fast-paced environment.
• Strong time management and organizational skills with the ability to learn and adapt quickly and drives projects to 100% completion while working effectively with little or no supervision.
• Sound judgment and problem-solving skills.
• Excellent and confident in communication skills, verbal and written, with the ability to articulate to customers, partners and sales representatives.
• Easily earns credibility with customers and persuades others to act upon your recommendations.
• Excellent English written and verbal communication skills.

Your Experience Includes

• Bachelor’s degree in Business, Marketing or a related field or equivalent experience.
• 3+ years demonstrated experience in large project management.
• 2+ years of excellent customer service experience.
• Prior experience within commercial transportation products is preferred (e.g., airplanes, buses, trucks, fleet automobiles, heavy equipment).
• Strong background in project management with the ability to drive detail and clarity within the documentation.
• Strong background/experience with management of time and territories of your responsibility.
• Advanced degree, optional but preferred.

**Location: **Greenville, SC
**Travel: **10-40%

_Proterra is an Equal Employment Opportunity Employer, providing equal employment opportunities to all Employees and applicants for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, disability, age, genetic information, veteran status, pregnancy, childbirth, or related medical conditions, including, but not limited to, lactation or any other characteristic protected by applicable federal, state, or local law or ordinance. Proterra participates in the Electronic Employment Verification Program (E-Verify). _

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)