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Job Description
Fleet Account Support Manager
Status: Exempt (salaried)
Department: 000380
This is a remote position
Position Summary
The Fleet Account Support Manager is responsible as the day-to-day point of contact to manage key Plug Power customer relationships. This role may be dedicated to a single key customer account or multiple customer accounts depending upon a variety of circumstances. In all cases, the FASM, must act as a direct liaison to their assigned customer stakeholders and provide for their optimal utilization and satisfaction with Plug Power’s GenKey solution. As part of the overall Plug Power service team, the FASM must regularly communicate and engage with their assigned customer(s) to understand needs and gather ongoing feedback. The FASM will take lead on addressing any needs on behalf of the customer and will collaborate with internal colleagues as required to be sure that all customer needs are handled timely and comprehensively. The occupant of the role must be adept at managing a variety of customer requirements at any given time thereby necessitating a high degree of familiarity with Plug Power technology and internal workflows. The ideal candidate for this role is someone familiar with Plug Power’s GenKey solution and related field deployment activities while also being highly effective at coordinating efforts within the organization to drive actions and resolve open issues.
Core Duties and Responsibilities
- Build highly collaborative business relationships with customer stakeholders; maintain open communication channels and establish a reputation for responsiveness
- Solicit feedback and regularly seek to understand customer needs and preferences
- Develop action plans to improve the customer experience and address service concerns
- Collaborate with internal colleagues while taking lead to ensure closure of service issues for customer benefit
- Contribute to organizational process improvement initiatives based upon experiences and feedback gained working with customer stakeholders
- Keep current with technical knowledge related to Plug Power products and related functionality
- Lead certain efforts during new site installations to maintain alignment with customer expectations and preferences
- Partner closely with other service team members including Regional Service Managers; align efforts to best support PLUG customers
- Contribute to training of service department team members to increase overall customer satisfaction and ensure a consistently hihigh-qualityervice experience
- Provide business updates to management regarding key issues and operational items affecting key customer(s)
- Represent Plug Power with the highest professional and ethical standards at all times and in all interactions
- Perform other duties as assigned
Education and Experience
- BS in business, engineering, or other relevant field of study; will consider relevant experience in lieu of degree
- Five (5) or more years of related work experience
- Technical knowledge of Plug Power products and services highly preferred
- Previous experience in key customer relationship management highly valued
- Ability to travel as needed to carry out duties of the position
- Effective cross-functional collaborator
- Skilled project manager
- Uncompromising dedication to customer service excellence
- Superior communication skills; verbal and written
- Proficient computer skills including Microsoft Office software
- Ability to manage complex projects and multi-task effectively
- Role model for high standards of professionalism
- Excellent follow-through
- Strong organizational skills and attention to detail
- Results-oriented and driven work style
Plug Power, Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
