Customer Success Manager, Miami

Location:  Miami

Travel:  Less than 25%, primarily within region

Manages Others: No

Education:  HSD required, Bachelor’s Degree preferred

Experience:  10 years of Customer Success Management experience, experience managing contracts and presenting to executive teams and leadership

THE OPPORTUNITY:

The Customer Success Manager’s responsibilities include developing long-term relationships with a portfolio of school districts and bus operators and connecting with key business executives and stakeholders. Customer Success Managers liaise between clients and cross-functional internal teams to ensure the timely and successful delivery of our solutions according to clients’ needs and contractual obligations.

• Build relationships with clients and manage the customer journey by providing support, information, and punctual responses to customer requests 
• Monitors fleet performance by leveraging dashboards; reports information and gathers feedback from clients 
• Integrate into the community through meetings with operators and providing continuous support
• Manage the development of onboarding and success plans and program reviews
• Develop Customer playbooks and develops and ensures accuracy of customer scorecard metrics, escalates concerns appropriately 
• Assist with data mining and reporting general customer account information 
• Own customer meeting setups and agenda 
• Facilitate Service/Replacement Order process for all company products 
• Work closely with Field Service to ensure timely and accurate execution 
• Identify opportunities for installation and other process improvements 
• Ensure installation and fleet maintenance are up to the highest standards 
• Create wide ranging campaigns to upgrade, improve, and remediate Bus Patrol products
• Ensure Fleet data quality is pristine across all systems
• Participate in community events and activities and seek out ways to get involved and support local school districts and communities.

• 10+ years’ experience 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 proactively anticipate and manage customer issues that may delay or inhibit contract renewal
• Knowledge and connections within local communities to include government, school districts and bus operators.
• Technology skills which support the ability to communicate effectively and work remotely (MS Office Suite, Slack) and the ability to learn quality assurance software
• Experience presenting to executive teams and leadership
• Ability to build meaningful presentations that provide value and enhance the customer experience
• Experience with operational risk management 
• Experience performing root cause analysis 
• Strong written and verbal communication skills and attention to detail
• Bilingual in English and Spanish preferred.

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.