Customer Success Manager

Who we're looking for:

We're looking for someone with a passion for the customer, sees what needs to be done and works collaboratively with all stakeholders to achieve customer outcomes by applying their project management and customer management excellence. They should spend time obsessing every day on how to work with the customer, internal teams, and suppliers to deliver on our project commitments to customers. We put a lot of trust and faith in our team members and this person must instinctively know how to use that for the betterment of our projects, customers, and team.

You will be highly organized with excellent planning and communication skills. You are comfortable with technology and managing technology programs.

The role offers an opportunity to join a dynamic team that is passionate about making the everyday use of public transportation better for millions of riders. You will join a team that has a proven success record of winning and

delivering projects.

With our growing customers base being distributed all over the country, the role can be located anywhere in the United States. A proximity to an airport with reasonable connectivity is desirable as the role will require occasional travel in support of customers and projects.

What you'll be doing:

• Serve as the primary point of contact with all levels of customer, staff from senior management to various line functions (e.g. maintenance, bus operations, customer service)
• Commercial accountability for your assigned projects and customers
• Conduct periodic review meetings with clients to identify current and future tasks
• Arrange and facilitate customer meetings
• Interface with client staff to explain and determine platform configuration choices, review, and resolve technical and scheduling issues, and respond to all customer technical and operational questions with assistance from other team members, when required
• Perform technical/operations training to agency staff and trainers
• Serve as the primary point of contact for tier 2 technical support for all assigned clients, including the performance of extensive research, analysis, and documentation of reported issues
• For mature programs, continuously monitor passenger use of the platform, identify gaps, and collaborate with client staff to leverage platform features to increase overall use/transaction volume
• Responsible for supporting business development efforts for prospective clients including attendance at industry conferences and other promotional events and participating in formal vendor interviews
• Accept, document and process product orders from clients and coordinate with vendors and support staff to fulfill those orders
• Accept, document and process platform configuration change requests from clients
• Perform vehicle and facility surveys and create hardware installation plans
• Mentor and at times lead less experienced staff and team members
• Oversee and support subcontractors assigned to programs, particularly for hardware installation, and ensure that cost, quality, and schedule requirements are met
• Receive, assess, and document client requests for new product features
• Ensure that all contract obligations are met

Minimum Job Requirements:

• Experience managing commercial relationships with clients
• Ability to deal effectively with a wide variety of technical, operational and client relationship issues
• Strong organizational and time management skills with demonstrated ability to effectively prioritize and complete multiple, overlapping tasks
• Effective communication skills in both verbal and written forms with all levels of internal and client management and staff.
• Proven exceptional interpersonal skills.
• Experience in performing technical training and speaking to large groups
• Must be a pro-active leader who is decisive and action-oriented and self-motivated to work independently
• Four-year college degree or equivalent, or work experience demonstrating the required skills to perform the role

Highly desirable:

• Experience with software-as-a-service (SaaS) or platform-as-a-service (PaaS) solutions
• Experience implementing electronic fare collection systems, working in the public transportation industry or other environments were the project requires the deployment of devices connected to a cloud hosted software system
• Experience with technology solutions used for financial accounting, payment processing and customer support

What we're like?

Working in the Mobility team is not easy and we aren't interested in hiring people familiar with the word "can't." Our team is inclusive and diverse to best represent the markets and communities we serve. We require honesty and integrity no matter what. We're hands-on and hyper-focused on driving continuous value to our customers and let nothing stand in our way of doing so. When we make mistakes (and we do), we learn quickly from them and always assume our team and customers had the best of intentions. We challenge each other's boundaries and mindsets and have built a team that's fun to work and learn with. We love thinking every day on how we can improve how we work for the benefit of our customers. We're rewarded daily as our product is used around the country to give everyone the ability to travel safely, seamlessly, and stress-free around their city or town.

Still with us? Sound interesting? Let's talk!

Cubic Pay Range:

$99,200 - $136,400 + benefits.

The Cubic pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.