Partner Success Lead

4 weeks ago

Montréal, Canada Transit App Full time

Remember the days when we were just a little green app with a squiggly icon? In the last few years, we’ve put some muscle on those squiggles: we’re now partnered with over 100 transit agencies across North America, Europe and Middle Earth (New Zealand). We’re their riders’ favourite app, and our partnerships give those riders even more reasons to sing from the bus tops: with dedicated support, better transit data, real-time detours, mobile tickets, rider surveys that collect feedback on the metrics that agencies care aboutand more. So much more.

100+ agencies means 100+ relationships to nurture — as our Partner Success Lead, you’ll make sure our fabulous partners are kept happy, and that their riders are kept ecstatic.

In your day-to-day, you’ll manage our success managers as they onboard new agencies and give them the Transit 101 (and 102 and 201 and eventually their Transit PhD). You’ll help answer questions about our app and agency tools, and conduct regular check-ins to figure out how we can be a better partner to our partners. You’ll be the primary point of contact between Transit and the outside world, working between external transit agency contacts and our internal design, policy, partnerships, marketing, and service delivery teams.

In your month-to-month, you’ll help our product team identify opportunities to help transit agencies with new in-app (and behind-the-scenes) features. You’ll dust off your detective hat to figure out what’s working for agencies and what needs further refinement — everything from testing new ETA predictions, to refining our partner lifecycle strategy.

In your year-to-year, you’ll see Partner Success projects you spearheaded begin to** **scale to all of our agencies. In the close-your-eyes-and-peer-into-the-distant-future? You’ll restore riders’ confidence in their city’s public transit system, thanks to seamless agency collaboration, new agency tools and in-app features, and processes that turn rider feedback in the app into better transit on the ground.

**Responsibilities**:

- Be the “O Captain My Captain” of the Partner Success team
- Champion the voice of transit agencies within the company
- Work with sibling teams in the Service Delivery organization
- Manage direct reports, help them realize their potential, and put their trams back on-course whenever they veer gingerly off the rails
- Develop our Partner Success management pipeline: from onboarding new partners, to developing metrics, to regularly tracking and vibe-checking the partner relationship
- Make sure transit agencies like us Keep tabs on their hopes, dreams, goals, and desires. Be a good partner. When a contract comes up for renewal? Their pens should be leaping out of their pockets.
- Read between the lines. The world is a Jane Austen novel, after all. You should be able to navigate relationships, anticipate plot twists, and find attractive solutions to seemingly intractable problems.
- Put the pedal to the bus metal: find out what initiatives are working, scale them to more agencies, and help out your teammates by whittling out inefficiencies that are slowing down the caboose.
- Develop a sixth sense for growth opportunities: what projects are a hit with partners and worthy of more attention?
- Work collaboratively with Transit’s design and technical teams to provide critical feedback from our biggest partners, and rally the relevant teams to make product improvements
- Advocate for riders with our agency partners. You’ll help agency staff slice through the jungle bush of bureaucracy and internal processes so that their riders get the very best of the best.

** Requirements**:

- You’ve coached teams in a company with a rocketship (or rocketbus) trajectory — especially one with a rapidly-growing roster of partners.
- You have 3 years of experience in a “client-facing account management” or “customer success management” role at a tech or tech-adjacent company.
- You’ve got a stacked stat sheet of operational excellence (KPIs, process improvement, etc.)
- You're an operator's operator. You know how to nail down and evolve internal processes and partner management strategies. You’re customer-focused and can balance the needs of partners with the needs of the business.
- You have experience working in the public sector or with government partners. (You don’t need to have worked at a transit agency, but it would be a giant plus.)
- You have relationship savvy and a good intuition for emotions — which makes it easier for you to handle sensitive discussions and navigate multiple/competing partner engagements
- You like people. You’ll be spending the majority of your time working with various internal and external teams, building and cultivating relationships throughout transit agencies. When it comes to herding diverse teams and getting them to work together toward a partners’ goals? This ain’t your first rodeo.
- You can handle the b

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