Customer Success Manager
2 weeks ago
About the Position
The Customer Success Manager (CSM) couples technical and client relationship capabilities to help customers meet their objectives on the Optibus platform and deliver value. Our CSMs are Optibus subject matter experts specializing in the value that customers can gain from our platform. They are the voice of the customer, and drive adoption, value realization, and work in collaboration with Technical Account Managers and Account Executives.
Canada, PST working hours preferred
The main areas of responsibility for this role include:
- 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 Optibus 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, with a focus on renewals and expansion
- Become an expert in Optibus, 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 within Optibus, influencing and shaping the future of the Optibus platform
- Contribute to the growth and maturation of the Customer Success team, including developing best practices, and process improvements
- Represent Optibus at external meetings and industry events
You’ll be a great fit for the role if you:
- Are passionate about improving public transit, with either B2B or B2G experience
- Have hands on experience with any (or all) of the following
- Commercial transportation operators
- Business to government (B2G) customer success, implementations, etc.
- Public transportation
- Management consulting
- Resilience in handling challenges and changing circumstances, with a bias to action
- A passion for building customer-centric cultures that foster long-term partnership relationships with customers
- 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:
- At least 3 years of work experience in a client-facing role within transport, transit technology, SaaS, consultancy, or government
- Growth mindset, with a willingness to learn, adapt, and grow
- 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 ~10% of the time
- Written and spoken professional proficiency in English, additional language skills are a plus
Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Optibus, we are dedicated to building a diverse, inclusive, and caring workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every requirement, we still encourage you to apply and share with us specifically what excited you about the position. You may be just the right candidate for this or other roles.
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