Vice President of Customer Success

EPC POWER CORP.•Poway, CA

About The Position

The Vice President of Customer Success is a global technical-operations executive responsible for ensuring the successful delivery, commissioning, and long-term performance of the company’s solar, BESS, and data-center inverter systems. This role leads the teams, processes, and cross-functional coordination required to deliver systems into projects on time, commission them flawlessly, and maintain high product availability throughout their lifecycle. The VP works closely with project managers, product managers, and field service technicians to ensure technical clarity, operational readiness, and consistent execution across all regions.

Requirements

Bachelor’s degree in Electrical Engineering, or other related discipline, Master’s preferred
7+ years in a Customer Success, Field Service, high level Customer Support role, preferably in industrial electronics
3+ years supervisory experience leading a high-performance team
Strong team building and mentorship skills
Excellent presentation, communication, interpersonal, and influencing skills
Solution oriented mindset with the ability to quickly grasp and resolve complex customer issues

Responsibilities

Ensure the successful delivery of inverters into customer projects by overseeing all aspects of technical readiness, documentation, configuration, and cross-functional coordination required for smooth project execution.
Lead the global effort to achieve flawless field commissioning of inverters by establishing rigorous standards, ensuring technician preparedness, enforcing safety and quality practices, and resolving technical issues that arise during deployment.
Manage global field service operations to maximize product availability and performance, ensuring rapid issue resolution, consistent service quality, and continuous improvement in reliability across all deployed systems.
Oversee, manage, develop, and supervise a global team of specialists—including project engineers, project managers, and Field Technicians—responsible for delivering high-level technical and product support to customers.
Drive the strategic direction, organizational structure, and resource allocation of the Customer Success team to support company growth and operational excellence.
Develop, implement, and continuously improve customer success policies, procedures, and operational practices to ensure consistency and scalability across regions.
Define operational objectives, KPIs, and performance metrics for the team, and establish systems for tracking, reporting, and driving accountability.
Ensure timely and efficient resolution of customer issues and concerns, coordinating cross-functional resources as needed to address escalations with urgency.
Build and maintain trusted-advisor relationships with customers, ensuring that solutions and services align with their operational goals and long-term objectives.
Manage all aspects of team development, including hiring, coaching, mentoring, performance evaluation, and career progression to build a high-performing global organization.
Ensure all team members operate safely and in accordance with established procedures, industry standards, and regulatory requirements.
50% travel to support project delivery, commissioning oversight, customer engagement, and team development.
Perform other duties and responsibilities within the scope of the position as needed or assigned.