Welcome back to “Life at AMPECO” where we present the people behind our company’s achievements. From Software Engineering through Solution Consulting and Product Management team members in our previous editions, these are the stories about what it is to be part of AMPECO’s dream team.
Today we would like to meet you with Lyubomir Hristev, Senior Customer Success Manager at AMPECO. Lyubo has over five years of experience in various customer-facing roles in B2B SaaS startups and is super passionate about the B2B SaaS industry. On top, he’s an avid reader of sci-fi and non-fictional/business literature, consistently seeking personal growth and acquiring practical knowledge that can be applied in real life immediately. In his spare time, he collects vintage LEGO sets, attends alternative/progressive metal concerts across Europe, and enjoys drinking craft beers with his dear friends.
This is what he had to say about his life at AMPECO.
What is your role at AMPECO?
I am a customer success and support manager at AMPECO and have been part of the company for over two years.
Why did you decide to join AMPECO?
There were a few specific reasons that led me to join AMPECO. Back then, a friend was leading the product team at AMPECO. He recommended me for the CSM role and introduced me to Krasi, our team lead, and head of CSM at AMPECO. Knowing his professionalism and achievements, I became intrigued to learn more about the product AMEPCO is developing. Having the chance to explore further, I was captivated by the team’s dedication and the innovative nature of the product.
Another key factor that attracted me to AMPECO was the opportunity to be part of something that is growing and making a positive business impact in the world. I wanted to contribute to an organization that is at the forefront of innovation, constantly evolving, and creating solutions that have a meaningful effect globally.
Last but not least, I wanted to be part of a company that develops a technical product solution for a specific market niche that has the potential to grow fast and meaningfully. My wild guess back then was that this would help me build a strong specialization in a business field and further develop my technical skillset.
Why do you believe in AMPECO and its product?
My belief in AMPECO and its product is based on the organizational culture, the exponential growth potential of the market niche, and the shared values that promote a greener world.
As one of the company’s first 20 employees, I have had the opportunity to witness the development of AMPECO’s organizational culture firsthand. Having had this opportunity is super important for me from a talent-retention perspective because I can contribute to building and enriching the culture. So far, the way I see it is that the values and work environment fostered within the company have boosted my confidence in AMPECO’s success.
I also firmly believe in the market niche that AMPECO operates in, which is experiencing rapid growth and constant technological development. The EV movement is a prevailing trend that is reshaping the world. As we collectively move towards a greener way of transportation, AMPECO’s focus on providing EV charging software is a small, but essential, part of the larger ecosystem. Given the company’s position in the industry, I am convinced that AMPECO is poised to become the global leader in the near future.
Working towards a greener world aligns with my personal values. AMPECO’s commitment to sustainability and its efforts to contribute to a cleaner and more sustainable future resonate with me. This shared vision reinforces my belief in the company and its product.
Can you describe what a typical workday looks like for you?
My work days have recently been super dynamic, fast-paced, and extremely busy. Despite the fast pace, I experience a sense of achievement and fulfillment at the end of each day. Why? Because I hold the responsibility of helping our clients grow, expand, and monetize their charge point networks, ultimately propelling their success in the market. This purpose-driven approach is deeply ingrained in our team, where every member understands their vital role and responsibility in ensuring customer satisfaction and achievement.
My daily routine begins by setting my priorities the day before, ensuring that I have booked meetings in my calendar and allocated dedicated time to tackle essential and urgent tasks first. As my day kicks off at 9:30 AM, I focus on these priorities, giving utmost attention to important deliverables. Considering the rapid growth we are experiencing, I make sure to reserve time to onboard and assist the new colleagues in my team as well because providing them with first-hand assistance will speed up their onboarding journey and will decrease the time to learn significantly.
What is your favorite thing about working at AMPECO?
What motivated me about working at AMPECO is the challenges that come with our industry. Being part of a business that operates in a new and innovative space, there are always new standards and practices we strive to implement and validate. While some may describe it as complex, it is an exciting challenge that drives us to overcome these obstacles as a team and as a company. These challenges are pivotal in propelling commercialization and adoption within the industry, making every workday an opportunity for growth and success.
Another aspect that I enjoy is the opportunity to collaborate closely with our customers. Witnessing their unwavering dedication to growing and monetizing their charge point networks and directly impacting their businesses is incredibly rewarding. By enabling their success, we, in turn, achieve our own. It’s a tangible and quantifiable measure of how we positively influence their growth, profitability, and overall impact. This alignment with our company’s mission, and the pursuit of a greener world, truly resonates and energizes me.
To sum up, collaboration across different teams within the company is essential. As a customer success team member, I work closely with the Product, Engineering, DevOps, Sales, and Marketing teams. This interconnectedness is not only essential but also motivating. Working with colleagues from various teams who share similar dedication and passion and witnessing the fruits of our collective efforts is really fulfilling.
Lastly, the most favorite thing about working at AMPECO is the company’s complex and multi-layered business model. Without getting into too much detail, AMPECO’s revenue streams are closely tied to the growth of our customers, ensuring that our profitability is directly linked to their success. I love this so much because this validates the business-critical importance of our product and the feasibility of our company’s ability to turn a profit and be a self-sustaining business.
What is most important about your role as a customer success manager?
The customer’s business model and revenue generation are crucial aspects that we prioritize as customer success managers. We can provide valuable insights and recommendations by thoroughly understanding how customer plans to monetize their services. We can act as their business consultant and suggest ways to boost their revenue and optimize operations.
However, our responsibilities extend beyond understanding the customer’s business model. We also serve as knowledgeable consultants who build bridges between our customers and AMPECO’s internal operational team conducting integration tests with various manufacturers to understand how different charging equipment performs according to industry standards. This expertise is essential in ensuring customer satisfaction and creating a reliable and efficient charging network.
To excel in our role, it’s essential to stay up-to-date with industry trends and advancements. The charging infrastructure industry is constantly evolving, with standards being updated regularly. By keeping ourselves informed and researching emerging trends, we can adapt and meet the diverse business needs of our customers effectively.
What are the strengths of the customer success team?
First and foremost, we approach our responsibilities with high professionalism and a strong sense of accountability! We must see ourselves as integral members of the customer’s team, understand their definition of success and how they measure it, and actively contribute to building a solid case for their investors and ourselves.
Another key strength of our team is our ability to listen actively. This skill is paramount in understanding the customer’s needs, goals, and strategic vision for their business. By being attentive and empathetic listeners, we ensure that we comprehend their requirements thoroughly.
And third, I would say that it’s our responsibility also to effectively communicate and transfer customer needs to the product, sales, or marketing team because this is how we align internally and this is how we say okay, so we’re all in the same direction, and this is how our customers feel that we are part of their journey and part of their success.
What are the skills that you look for in your teammates?
From my perspective and experience, being a compassionate listener is the absolute must-have personal characteristic that one must possess to be a Customer Success Manager. This applies not only to AMPECO but in general.
Additionally, communicating effectively and purposefully is another crucial skill that must be present. As a customer success manager, you must be able to share ideas, insights, knowledge, and industry trends clearly and concisely. This communication serves the dual purpose of guiding the customer toward their goals and conveying customer feedback and requirements to internal teams such as product, marketing, and sales.
Having an empathetic mindset and being patient are also important traits. Dealing with B2B customers often requires time and patience to achieve significant milestones and goals. It is crucial to remain polite while articulating ideas clearly to ensure effective collaboration.
On the other hand, analytical skills play a significant role in this role. The ability to interpret data points and generate reports based on those insights is valuable as these can determine the next steps for strategic development and goal achievement. Depending on the specific direction and specialization, having a solid analytical skill set and mindset, such as working with data and performing product analytics, is also essential.
What would you say to someone considering a career at AMPECO?
I’d like to kindly invite every professional in the B2B SaaS field to consider applying for a career growth opportunity at AMPECO. Suppose you possess a strong sense of self-awareness, a desire to develop in an innovative and rapidly expanding environment continually, and are unafraid to face unknowns and challenges head-on. In that case, I believe this is a perfect initiative to pursue.
How would you describe AMPECO in 3 words?
Electrifying, innovative, and cool!
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