Customer Experience Manager- NY at Buspatrol

Role: Customer Experience Manager Location: New York Travel: Approx 25% regional travel required ( Supporting customers in the following areas: Albany, Dutchess, Putnam, Orange, Westchester County) Salary: 100K annually, 10% bonus Experience: Minimum of 3 years’ experience / success managing customer relationships and process improvements in a post-installation technical customer-facing support environment. The ideal candidate will bring a high degree of professionalism, strong communication skills and business acumen to the role. They demonstrate a strong customer centric mindset, with the ability to build customer relationships and proactively anticipate and resolve customer issues. Role: Reporting to our Director, Customer Success, the Customer Success Manager responsibilities include developing long-term relationships with a portfolio school districts and bus operators, connecting with key business executives and stakeholders. Customer Success Manager’s liaise between clients and cross-functional internal teams to ensure the timely and successful delivery of our solutions according to client’s needs and contractual obligations. This position interfaces with the regional customer base, Field Services, Law Enforcement Liaisons, Project Managers, Learning and Development, and other functional teams to drive quality improvements in the preparation, delivery, and continuous improvement of our field services activities. This position will be responsible for quality planning, assurance, control, and improvement for BusPatrol’s camera system and partner products. Responsibilities: - Maintains and improves relationships with transportation customers to include school district transportation teams and school bus operators by providing support, information, and punctual responses to customer requests - Works closely with Field Service to ensure timely and accurate execution - Monitors and reports to the customer on fleet performance by monitoring dashboards and gathering feedback from clients - Ensures accuracy of customer scorecard metrics and escalates concerns appropriately - Assists with data mining and reporting general customer account information - Owns transportation and operator customer meeting setups and agenda - Identifies breakdowns and best practices for Bus Drivers and provides training with examples to make sure safety best practices are in place - Facilitates Service/Replacement Order process for all company products - Identifies opportunities for service and support process improvements - Ensures refresh installation and maintenance are up to the highest standards. - Sets the Servicing agenda for fleets under management for a rolling 2-week period - Creates wide ranging campaigns to upgrade, improve, and remediate BusPatrol hardware - Ensure Fleet data quality is pristine across all systems - Partners with project management, field services, and IT to maintain quality standards, and alerts field services to trends that may require intervention from the team. - Performs root cause analysis to troubleshoot issues and provide resolution (5 why, 8D, fishbone/ Ishikawa, poka-yoke). - Role models Safety, Quality, and Compliance centered ways of working and demonstrates a strong Quality and customer centric mindset in support of business goals and objectives. Qualifications: - Bachelor’s degree required. - CCXP (Certified Customer Experience Professional certification preferred) - Minimum of 3 years’ experience and demonstrated success/knowledge, managing relationships with internal and external customers and process improvement in a post-installation technical customer-facing support environment. - Experience working with program management to grow the business and address issues. - Customer-Centric mindset, strong relationship building skills, and ability to anticipate and resolve customer issues that may delay or inhibit contract renewal. - Technology skills which support the ability to communicate effectively and work remotely (e.g., through Teams and e-mail) and the ability to learn and operate effectively in Salesforce - Usage of various Six Sigma methodologies and root cause/corrective action tools. (Six Sigma yellow belt preferred) - Experience with operational risk management. - Experience analyzing, solving quality problems and performing root cause analysis. - Experience working in a matrix team environment. WHO WE ARE BusPatrol is a technology company with a public safety mission. Through relentless innovation and discovery, we are strengthening trust, safety, and transparency across the student transportation space and making the trip to and from school safer for students. As a leader in smart transportation, BusPatrol brings cutting-edge AI, machine learning and IoT safety tech solutions to school buses across North America. BusPatrol’s technology has been deployed onto more buses and has been used to issue more school bus stop arm citations than any other company in the world. WHAT WE OFFER BusPatrol employees get: · A competitive salary and benefits package · Comprehensive personal time off, including volunteering and birthday days off · An opportunity to help build a company dedicated to children’s safety · The chance to join an innovative and dedicated team, focused on leading edge technology · The occasion to participate in BusPatrol’s culture of safety, learning, and teamwork BusPatrol’s school bus safety programs are violator-funded, meaning that those who break the law pay for the technology that protects children. We build solid partnerships in the communities in which we operate which, coupled with our innovative business model, leads to sustainable efforts to change driver behaviors. HOW WE WORK On our mission to make the journey to and from school safer for children, the way we work together and with our partners is built on foundational cultural pillars. · SAFETY Safety is our focus, for the children we protect and for each other. We follow the letter and spirit of occupational safety law, relentlessly employ safety best practices, and foster learning and development on our worksites. We are safe to be ourselves and to make mistakes, and we create safe environments for our teams. · CONNECTION We build strong relationships and teams in support of our mission. We promote and provide opportunities for employees to grow together. · EXCELLENCE We commit to innovation and quality work in support of our mission and each other. The children we safeguard are at the forefront of our decisions and actions and we excel on their behalf. · IMPACT We measure success by fulfilling our mission and keeping the company strong. We invest our time and energy in the actions that deliver results for students and for their communities. We are looking for a valued member of the BusPatrol team to assist us in our quest to improve children’s safety. This is an important role for us and a great opportunity for the right candidate. Our environment is inclusive, diverse, ignited, built on integrity, and deeply committed. The US salary range for this position is provided in this posting. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your Talent Partner can share more about the specific salary range for your preferred location and skill level during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, and/or commission (if applicable) or benefits. EOE/AA Disability-Veteran