Customer Success Advocate for Sustainable Transportation Solutions

1 week ago

Montreal, Quebec, Canada Lyft Full time

At Lyft, our mission is to revolutionize the way people move around cities.

We are a leader in micromobility, powering millions of rides daily across over 200 cities with our cutting-edge ride-sharing, bike-sharing, and scooter-sharing technologies.

In this role, you will be responsible for building and maintaining strong relationships with our key customers, serving as their dedicated technical point of contact and ensuring their success with our product.

You will collaborate closely with internal teams to address customer needs, provide technical guidance, and advocate for the customer within our organization.

This is an excellent opportunity to join a dynamic team that is passionate about making a positive impact on society.

Responsibilities:
  • Bike Share System Delivery
    • Manage the delivery and commissioning of new bike share systems, as well as expansions of existing systems.
    • Engage with and drive initiatives across Sales, Product Management, Hardware and Software Engineering, Supply Chain, Marketing, and other areas of PBSC.
  • Customer Onboarding and Support
    • Regularly engage with the customer to ensure fluid communication and collaboration on the delivery of their bike share system.
    • Onboard them into the PBSC family and measure project progress, communicate clear updates and anticipate risks and resource requirements.
  • Customer Success
    • Be the main point of contact for your customers and mobilize the organization to 'super serve' them.
    • Ensure a high level of agility and responsiveness by being proactive in addressing and resolving problems.
    • Master all the products and services of the organization, so that your customers have access to the solutions and advice that best meet their needs, while respecting PBSC's product and service offering.
    • Help customers define their requirements, keep track of their orders, and maintain and/or grow their systems.
    • Deliver customer feedback to relevant teams to improve the customer journey and improve our products and services.
Requirements:
  • Fluent in English and French. Proficiency in other languages is an asset.
  • Bachelor's degree in Project Management, Engineering, Computer Science, or Business Administration.
  • At least three (3) years engaging and collaborating with customers in a B2B or B2G environment.
  • Experience leading cross-functional teams to deliver complex projects, ideally involving hardware and/or software systems.
  • Ability to communicate at all levels of the organization, from Engineer to C-Level.
  • Excellent organization, planning skills, and attention to detail.
  • Willingness to learn PBSC's product and service offering in depth.
  • Available and able to travel internationally for stays of 2 to 4 weeks 4 to 6 times a year.
Salary:

$120,000 - $150,000 per annum, depending on experience.

Benefits:
  • Comprehensive health, dental, and vision insurance plans, including family coverage.
  • Life insurance and disability benefits.
  • Mental health support programs.
  • Healthcare Spending Account (HSA).
  • Fertility and family-building support.
  • Complimentary lunch, snacks, beverages, coffee, and tea in our offices.
  • Additional holidays (13 in 2024, 5 more than the legal requirement).
  • 15 days of paid time off, with an extra day for each year of service, up to a maximum of 25 days.
  • 4 floating holidays per year.
  • 10 paid sick days annually.
  • Occasional company-wide recharge days (5 in 2024).
  • Up to 18 weeks of fully paid parental leave, subject to certain conditions, for biological, adoptive, and foster parents.
  • And other special benefits related to our services.

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