Customer Success Manager (West Coast)

December 1, 2023

Clever Devices

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Leading provider of ITS technology for all modes of public transport including fixed-route, rail, BRT, and paratransit.

201 - 500

Description

• Apply knowledge, experience, interpersonal skills, and administrative techniques to ensure successful delivery of all managed and support services • Advocate on behalf of the customer internally, communicating information and providing operational recommendations • Forecast vehicle and solution deployment, develop preventive maintenance plans, prepare and complete action plans, and implement changes • Own communication and management of any service issue or escalation • Responsible for Clever Devices' most demanding clients • Regularly communicate and respond to inquiries regarding client issues or concerns • Determine Customer Success requirements and benchmark best practices • Manage and leverage relationships with internal and external stakeholders • Coordinate and contribute to meetings with customers, present data and recommendations • Proactive management of operational runbook and auditing the performance of support teams • Onboard customers and ensure customer information accuracy • Track and manage service renewals • Identify and assist in additional end-user training and adoption opportunities • Identify new revenue opportunities • Deliver customer communications and incident reports • Identify, track, and resolve escalations • Continuously improve Customer Success Management process and methodologies • Strong customer orientation and ability to interface with VP level management

Requirements

• High level of Customer Success/Service knowledge • Understanding of analytics, reporting, service improvement, and general business acumen • Public Transit experience preferred

Benefits

• Health insurance coverage • Wellness and family support programs • Life and disability insurance • Retirement savings plans • Paid leave programs • Education-related programs • Paid holidays and time off