Customer Success Manager

• Customer Relationship Management: Build and maintain strong, long-lasting customer relationships by working with transportation directors, maintenance staff, drivers and other essential operations staff to understand their operational needs, goals, and challenges and provide tailored solutions

• Onboarding and Training: Guide customers through the onboarding process, provide training and support, project manage internal and external teams, and coordinate with bus dealers and OEMs to ensure a smooth transition to EVSBs

• Account Management : Proactively monitor customer relationships, identify issues, and develop strategies to address them effectively

• Solution Customization: Work closely with customers to tailor our service offerings to meet their specific operational needs

• Data Analysis: Analyze data and performance metrics to identify opportunities for improvement and provide data-driven recommendations

• Issue Resolution: Act as a liaison between customers and internal teams to resolve issues promptly and ensure customer satisfaction

• Process and Product Feedback : Collect and relay customer feedback to our Technology, Project Development teams, and other stakeholders to drive continuous improvement

• Customer Maintenance Strategy: Partner with bus dealers, OEMs and customer maintenance teams to ensure operational efficiency and fast issue resolution

• 2+ years of experience in a customer-facing role, such as Customer Success, Project Management, Partnership Management, or Account Management.

• Bachelor’s degree or equivalent experience in a relevant field (business, technology, engineering)

• Extreme empathy and ability to take initiative to do the right thing for the customer

• Strong project management skills

• Ability to travel to customer sites on a monthly basis

• Data-driven approach to problem solving

• Strong written and verbal communication skills with excellent presentation skills

• Experience and knowledge of ticketing systems, workflows, tools and processes for customer service

• Confident, high energy, self-motivated and a team player

• Experience working with senior and executive-level customer contacts

• Ability and desire to work and excel in fast-paced environment with ambiguity and processes that are still being defined

• Understanding of web applications and ability to learn new technologies

• Experience working in a non-SaaS industry and/or with municipal or government entities is a plus