We are seeking to make public transportation better, together. To do this, we provide innovative SaaS solutions for public transit planning, scheduling, and operations. Our growing Global Customer Success Team is looking for Customer Success Managers to join our team in LATAM. Our Clients have operations in Mexico City, Mérida and Aguascalientes and this person will be expected to travel to these locations.
- Develop and maintain relationships with customers and manage a portfolio of accounts
- Establish a strategic advisor relationship with each customer, managing the customer relationship, health of the partnership, and proactively identify and mitigate risks
- Establish a deep knowledge of the customer's organization, developing relationships with key stakeholders to drive product usage, adoption, and value
- Help customers meet their goals within the platform, and creating value for our customers - developing a success plan with established metrics and KPIs
- Proactively identify opportunities for expansion, measured through Customer Success Qualified Leads (CSQL) and Opportunities (CSQO)
- Conduct strategic business reviews with customer's stakeholders to drive alignment and engagement.
- Become an expert in the product, continuously learning the product, including new modules, features, and integrations
- Manage customer escalations, with support from Technical Account Managers and cross-functional teams such as global support, solution architects, R&D, and product
- Be the voice of the customer, influencing and shaping the future of the platform
- Contribute to the growth and maturation of the Customer Success team, including developing best practices, and process improvements
- Represent us at external meetings and industry events
**You'll be a great fit for the role if you**:
- Are passionate about improving public transit
- Have hands on experience with any (or all) of the following:
1) Public transportation
2) Technology providers or consulting firms for public transportation operators or agencies
- Are a clear and empathetic communicator
- Learn quickly, are comfortable with the unknown, can easily adapt to new technologies, and are looking to seek and give constructive feedback
- Have a proclivity for tracking down the answers to questions - and own the resolution
- Proven track record of handling complex situations, and diverse stakeholders while delivering on the task at hand
**Requirements**:
This position is ideal for someone who possesses the following:
- 2 - 5+ years experience in a client-facing role within transport, transit technology, SaaS, consultancy.
- Relevant technical background, either educational or based on work experience with a proven track record of excellence
- Outstanding proven analytical skills and data-driven approach to problem solving
- Strong interpersonal communication skills to diverse audiences in meetings, presentations, and written
- Experience successfully working in a team, especially across time zones
- Experience managing time-based projects
- Ability to travel ~30% of the time
- Written and spoken professional proficiency in English
**It would be great if you have experience with**:
- Experience in public transportation planning and/or scheduling
- Experience in SaaS deployment and integration
- Experience working with a global team across time zones- We're proud to be an equal opportunity employer. We hire talented individuals, regardless of gender, race, ethnicity, ancestry, age, disability, sexual orientation, gender identity or expression, cultural background, religious beliefs, or any other characteristic protected by federal, state, or local laws._
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