Optibus seeks to make public transportation better, together. To do this, we provide innovative SaaS solutions for public transit planning, scheduling, and operations. Our growing Global Customer Success Team is looking for Customer Success Managers to join our global team.
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 act as Trusted Advisors and 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, Implementation Engineers, Account Executives, and Product Managers.
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 Business (B2B), Business to Government (B2G), PTA’s (Public Transit Agencies), 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
Written and spoken professional proficiency in English and German
Written and spoken professional proficiency in Spanish and/or Italian - a very strong plus
Relevant experience in AVL (Automatic Vehicle Location) - a very strong plus
Ability to travel ~10% of the time
Don’t meet every single requirement? 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.
Karrierestufe
Management
Beschäftigungsverhältnis
Vollzeit
Tätigkeitsbereich
Allgemeine Unternehmensführung
Branchen
Personenbeförderung am Boden
Mit einer Empfehlung lassen sich Ihre Chancen auf ein Vorstellungsgespräch bei Optibus verdoppeln.