Customer Experience Manager- NY

BusPatrol • Hauppauge, NY

37d

About The Position

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.
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.
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.
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.

Requirements

• Bachelor’s degree required.
• 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.
• Experience with operational risk management.
• Experience analyzing, solving quality problems and performing root cause analysis.
• Experience working in a matrix team environment.

Nice To Haves

• CCXP (Certified Customer Experience Professional certification preferred)
• Six Sigma yellow belt preferred

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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 251-500 employees