The Senior Onboarding Consultant works under the direction of the Director of Client Services and supports our commercial EV charging station (EVSE) installations and onboarding, including channel partner enablement. Responsibilities include: Onboarding for commercial accounts and coordination of this activity with colleagues, Installation services management, software training for commercial customers and partners, troubleshooting and coordination of solutions requiring engineering support.
Sales Support and Program Scoping - Support pre-sales activities and software demonstrations. Implementation Leadership & Support - Commercial program design and management, in addition to project set-up, enrolment, and training. - Installation Services Management – Coordination, and tracking of activities for subcontractors and customers. - Provide regular and frequent communication to customers regarding installations and outstanding actions or tasks. - Provide data for the invoicing for installation services to finance. - Management and coordination of Level 3 (engineering) issues with engineering and product management as required, providing regular status and tracking queue metrics. - Coordinate internal activities across departments, escalate as required to ensure timely response and action. - Develop Client Services department processes to support services onboarding, including training materials and templates. Training & Troubleshooting - Train site administrators and partners on JuiceNet Enterprise with user guide to ensure understanding of available tools. - Partner training and support for first installations of all products. - Assist commercial customers and partners in the Installation and provisioning of EV charging solutions (Level 2 & DC), and ancillary device set-up (Routers) and connectivity. - Provide Level 2 & 3 support as needed for partners and commercial customers as required (escalations from Customer Support). - Support technical issues related to partner Level 2 or DC stations; including coordination with third parties. - Support project logistics such as shipping process and troubleshoot issues as needed. Other activities - Identify opportunities to increase product footprint within the account. - Support incentives processing. - Support testing activities: script documentation and testing to represent the view of the customer internally. - Capture uses cases as require for product development. - Provide input to the Product Development team to improve usability of the software, and reduce time and cost to implement. - Provide leadership and support of early adopter programs with Product Management.
● 3-5+ years experience in training, support or project management supporting technical products or services ● Experience leading meetings and organizing work ● Knowledge of software engineering principles and agile methodologies ● Strong MS Office: Excel, Word, PPT ● Working knowledge of XML formats and File Transfer Processes (FTP) Preferred Qualifications ● Bachelor's Degree in related field Work Location: San Carlos, CA (U.S.). Travel up to 30% of the time may be required.