Partner Success - Montréal, Canada - Transit App

Transit App

Verified Company

Montréal, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

All that gas. All those parking spots. All those barely-utilized, single-occupant metal cages cars, cluttering up our cities. That's why you work undercoveras your city's one-person public transit propaganda machine.

When people gripe about the bus, you patiently explain why it's hard for bus drivers to stay on schedule (all those dang cars yet so little agency funding).

You extol the virtues of being car-free to any friend that will listen. You can rattle off your Transit GO stats line-by-line like Dustin Hoffman. "Wow. You must be fun at parties," they'll say. But isn't every ride on the bus a party, de facto?

Okay. Down to serious biz-niz.

Because at Transit, that's what we do:

we're partnered with over 100 transit agencies around the world, including some of the biggest: the STM, Muni, you name it, we've got the bun in the oven.

As part of our service delivery team, you'll work with these partners to help them get the most out of a Transit partnership — you'll provide onboarding, respond to comments/concerns/suggestions, and champion their voice within Transit at large.

Responsibilities:

You'll be in charge once the ink hits the dotted line: like an air traffic controller, but better, since you'll be the goto for relationships with transit agencies ‍ and mobility partners
Be the voice of agency partners within the company. The service delivery team is responsible for megaphoning the Voice of the Customer within Transit. In this role, you'll talk with Directors of Marketing and Heads of Customer Experience and their ilk from various transit agencies — helping champion the construction of new Transit features, new business development opportunities, product improvements, you name it.
Organize and prioritize all those requests. Get out that Moleskine (And CRM software, because even enlightened Luddism has its limits.)
Grease the skis: our partner success team champions all the latest and greatest app features, but we also think a lot about what enterprise products make sense for which partners. You'll talk with folks (internal and external), draw up game plans, identify agency needs, and recommend the best path forward like a transportation sommelier (except you don't have to crush the grapes between your feet, like nonna used to do)
Connect transit agencies between each other, helping them share best practices and how to get the most possible bang out of their Transit partnership buck
Respond to feedback, questions, concerns and bug reports from agency partners. Because whoever said reading all those I Spy books as a kid was a waste of time?
Collaborate with teams from across Transit, including user support, communications, transit data integration, and web/mobile development, to solve technical and nontechnical challenges.
Conduct onboarding trainings, and develop & maintain selfservice resources ( like me) to ensure transit agencies know how to get the most value out of Transit's features themselves — and pass this information on to their thousands and thousands of riders
Help develop our evolving customer success strategy: define key success metrics, establish new processes, and contribute to our monthly partnership newsletter.

Requirements:

At least 2 years in B2B or B2C support, customer success, account management (or a natural knack for the above — we're open to being convinced you'd be great for the job)
Golden retriever personality: you love meeting new people and making friends (with everyone from the boomerdads, to young urban professionals). If you do not have the ability to do a 360° dunk that's perfectly fine; there's only room for one Air Bud in this world.
Passionate about teaching, explaining, and presenting
You can read roomsknow how to say just enough to just the right peoplehave an inkling for the latest industry buzz
Excellent written and verbal communication skills in English
Techsavvy: you don't need to code, but you must be able to fluently explain all of Transit's bells and whistles
Passion for urbanism: you find cycling glamorous, you can navigate your city's public transit system without a map, and you believe free parking should only ever exist on a Monopoly board

Would be nice if:

French skills (which don't require realtime use of a Bescherelle and Google Translate ) sont un big plus pour ce job
What? You speak more than just English and French?? We adore polyglots.
You're not afraid of Google Sheets or crunching numbers in a data visualization platform
Experience with Mailchimp and CRMs
Startup experience is nice, but what's more important is that you've got a bus pass, grit, moxie, and an adventurous spirit

Compensation and benefits:

$65,000 CAD - $75,000 CAD per year, based on experience