Customer Operations Lead

Job not on LinkedIn

🔥 7 minutes ago

🌐 Canada, United States – Remote

🇨🇦 Canada – Remote 🇺🇸 United States – Remote

💵 $100k - $110k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

👻 Ghost score 0%

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Trapeze Group

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🚗 Transport

☁️ SaaS

🤝 B2B

Transport • SaaS • B2B

Trapeze Group is a provider of integrated transit technology and software for public transportation agencies. Its solutions include enterprise asset management for bus and rail, fixed-route planning and scheduling, route optimization, traveler experience (real-time passenger information and trip planning), mobility-on-demand and paratransit, workforce and operations management, risk/incident and safety compliance, bus stop and electric vehicle integration, plus training and services. Trapeze serves transit agencies (100+ cited) with enterprise-grade software and services to improve reliability, planning, operations, and rider experience.

📋 Description

• Own the customer experience after the sale • Onboard new agencies and take existing agencies into new use cases • Run support that keeps agencies productive after go-live • Lead new-agency implementations end to end, from kickoff and discovery through configuration, testing, training and go-live • Learn agency workflows and pain points and turn them into effective product configuration • Plan and execute data migration from scoping through validation and production load • Manage project risks, communicate status and ensure milestones are met • Hold regular post-go-live administrator office hours • Answer questions, assist with configuration, coach administrators toward self-sufficiency and collect feedback • Reproduce and document defects, escalate them to Development and keep customers informed through resolution and ahead of releases • Set up and maintain integrations with agencies’ external systems • Diagnose integration errors, identify root causes and restore data flow • Build and maintain repeatable playbooks, knowledge-base content, configuration guidance and troubleshooting runbooks • Analyze ticket and error trends to identify recurring issues and product improvement opportunities • Represent the customer voice to Product through feature proposals and documented gaps • Support Sales with scoping and realistic implementation commitments and flag expansion opportunities

🎯 Requirements

• Minimum of 5 years of client-facing experience in SaaS implementation, professional services, technical support or technical account management • Proven delivery of configurable enterprise software implementations from discovery through go-live • Technical leaning, with comfort reading technical logs and system behavior to isolate failures; production coding is not required • Strong requirements gathering and documentation skills • Confident training and presentation skills with front-line users and senior leadership • Ability to accommodate Eastern time hours when needed • Some travel expected for larger projects • Experience running a support queue against response targets in a ticketing system is nice to have • Experience at a transit or public-sector technology vendor, or familiarity with FTA PTASP (49 CFR Part 673) and Safety Management Systems concepts is nice to have • Experience with safety, risk, EHS or GRC software is nice to have • Hands-on technical exposure such as API tools, SQL or SSO is nice to have • Experience in an early-stage, high-growth or new-product environment, or building structure and process, is nice to have

🏖️ Benefits

• Fully remote work • Flexible hours, with ability to accommodate Eastern time hours • Opportunities to support Sales at industry events • Growth opportunities toward people leadership or senior/principal individual-contributor roles • Stability and resources of Trapeze and Modaxo • Proven product, solid documentation and established foundation

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