Client Success Strategist

4 weeks ago

Canada Optibus Ltd Full time

The Client Success Strategist (CSS) merges technical expertise with relationship management skills to assist clients in achieving their goals on the Optibus platform while maximizing value. Our CSS professionals are experts in Optibus, focusing on the benefits our clients can derive from our solutions. They represent the client's voice, fostering adoption, value realization, and collaborating closely with Technical Account Managers and Account Executives.

Key Responsibilities:

  • Build and nurture relationships with clients while managing a portfolio of accounts.
  • Establish a strategic advisory role with each client, overseeing the health of the partnership and proactively addressing potential risks.
  • Gain an in-depth understanding of the client's organization, cultivating relationships with key stakeholders to enhance product usage and value.
  • Assist clients in achieving their objectives within the Optibus platform, creating value through a success plan with defined metrics and KPIs.
  • Identify opportunities for growth, tracked through Customer Success Qualified Leads (CSQL) and Opportunities (CSQO).
  • Conduct strategic business reviews with client stakeholders to ensure alignment and engagement, focusing on renewals and growth.
  • Become proficient in Optibus, continuously updating knowledge of the product, including new features and integrations.
  • Manage client escalations with support from Technical Account Managers and cross-functional teams, including global support, solution architects, R&D, and product.
  • Act as the client's advocate within Optibus, influencing and shaping the future of the platform.
  • Contribute to the development and enhancement of the Customer Success team, including establishing best practices and process improvements.
  • Represent Optibus at external meetings and industry events.

Ideal Candidate Profile:

  • Passionate about enhancing public transit, with experience in B2B or B2G environments.
  • Hands-on experience with:
    • Commercial transportation operators.
    • B2G customer success and implementations.
    • Public transportation.
    • Management consulting.
  • Resilient in navigating challenges and adapting to changing circumstances, with a proactive approach.
  • Committed to fostering customer-centric cultures that promote long-term partnerships.
  • Clear and empathetic communicator.
  • Quick learner, comfortable with ambiguity, adaptable to new technologies, and open to constructive feedback.
  • Proactive in seeking answers and owning resolutions.
  • Proven ability to manage complex situations and diverse stakeholders while delivering results.

Qualifications:

  • Minimum of 3 years of experience in a client-facing role within transportation, transit technology, SaaS, consultancy, or government.
  • Growth mindset, with a willingness to learn and evolve.
  • Relevant technical background, whether through education or professional experience, with a track record of excellence.
  • Exceptional analytical skills and a data-driven approach to problem-solving.
  • Strong interpersonal communication skills for diverse audiences in meetings, presentations, and written formats.
  • Experience working effectively in teams, especially across different time zones.
  • Experience managing time-sensitive projects.
  • Willingness to travel approximately 10% of the time.
  • Professional proficiency in written and spoken English; additional language skills are advantageous.

We encourage individuals from diverse backgrounds to apply, even if they do not meet every single requirement. At Optibus, we are committed to creating an inclusive and supportive workplace.

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