Director of Customer Success, West Coast

Role Description
The Director of Customer Success for the West Coast is responsible for driving customer success, growth, and retention through a multi-million portfolio of Corporate, Hospital, University and Transit spaces. As the trusted advisor and main point of contact for our West Coast customers, the Director of Customer Success leads the optimization of shuttle and transit systems, and negotiates contract extensions and expansions. Additionally, the role manages special projects and leads the implementation of zero emission vehicles throughout their book of business.

Duties and Responsibilities

• Renew, retain and, where applicable, expand all active contracts
• Develop and maintain strategic customer relationships focusing on consistent engagement to support the ongoing needs and objectives of each customer
• Analyze short and long-term service performance data, providing customers with actionable recommendations to drive efficiency and growth and improve the quality of their programs
• Conduct global transportation surveys and analysis to gather actionable feedback from current and prospective commuters to drive behavioral change
• Develop a vision and strategy for each customer to accelerate their transition to electric vehicles and achieve zero emission goals
• Deliver quarterly business reviews – align internal stakeholders, develop content, and lead the presentations Identify advocacy opportunities and targets for advocacy engagements, and actively contribute to and support marketing advocacy programs
• Attend local and regional transportation conferences, workshops, and networking events

Qualifications

• At least 3 years of prior experience in Customer Success or Sales
• At least 3 years of experience in Transportation, Transit, Mobility or Urban Development sectors
• Knowledge of the procurement process (experience drafting or replying to RFP)
• Excellent client facing and internal communication skills, with an ability to effectively partner with customers, vendors, and other internal stakeholders and support teams for flawless execution of projects
• Strong organization and time management/multi-tasking skills (comfortable in an ambiguous and fast-paced environment, operating at both strategic and tactical levels)
• Several years of experience directly managing, advising and negotiating with enterprise customers, at all levels of seniority, with a track record of building trust and fostering successful business relationships
• Strong analytical skills, with the ability to draw quick, insightful conclusions from data sets and deliver actionable recommendations
• Solid financial background or a strong understanding of financial concepts, to analyze P&Ls and construct pricing models
• Rigorous, attentive to details, with an ability to adhere closely to established processes, while also being involved in process enhancement initiatives Proficiency in Customer Relationship Management (CRM) systems is required, and knowledge of Salesforce a must
• Genuine passion for Transportation Demand Management, including carpooling, vanpooling, employee shuttles, Mobility as a Service (MaaS), bike/ped, and public transit options
• Ability to travel 20% of the time

TDM-CPs encouraged to apply.

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