Customer Success Product Specialist

Fully Remote US East Coast

Well, this is not your average job ad, and we're not looking for your average Customer Success Associate. Interested? Let's dig in.

1 Who we are
Our company focuses on all things technical for bus-based publictransit systems in the US. This means we design, manufacture, and manage allkinds of different products and features, including driver interfaces, dispatchcommunications, passenger counters, announcers, GPS tracking, and reporting& data analytics. It also means we build real-time information systems forriders including apps and digital signage found at bus stops. We haverelationships with Apple Maps, Google Maps, Transit app, and our work goes outto millions of riders on those platforms. Our product is like air trafficcontrol, but for buses. There are a mix of hardware and software products inthis role. We hope this excites you.

TheUS-based division of the company has approximately 50 peoplebut is part of a 3,500-person parent organization. It's the best of bothworlds: small company feel with big company support.

We are fully remote with offsites once or twice a yearand physical offices that some folks choose to use in Los Angeles, CA &Houston, TX.
2 We're here to serve customers

Our customers are public transit operators. Theircustomers are the transit riding public, which is often people who have farless than we do. Our job is to Make Transit Work for them. We take this missionvery seriously, and to put it bluntly: we want team members who are here tosolve problems and serve customers as our first priority. Whilethis isn't an easy job and we don't do a lot of handholding, our process isflexible and we're interested in constantly delivering value in whatever wayworks best for the situation at hand.

If you want to be challenged with growth opportunitiesin a small team environment with high autonomy and see your work live onthousands of transit buses nationwide, then we are the team for you.

3 We're looking for passion

We are looking for a reliable team member with apassion for solving complex problems. We value people who challenge &support their peers, pressing them to be better versions of themselves andup-level the team. We care about whether you can communicate well, enjoytechnology, and can translate big ideas into simple explanations. We're lookingfor folks who focus on finding solutions, not just reporting problems.

This kind of transparency, passion, andprofessionalism is what makes a world class organization.
4 Whatwe need you to do in this role

Our Customer Success team is made up of "ProductSpecialists" because our team knows the technology inside and out. We buildtrust with our customers by providing quality support and taking care of theirneeds reliably and efficiently. We look out for each other, recognizing thestrengths of a cohesive team while valuing an individual's contributions. As amember of the Customer Success team, you play a crucial role in ensuring thesatisfaction and long-term success of our valued customers.

KeyResponsibilities include:

• Respond to customer support tickets by phone and email in a timely and professional manner
• Troubleshoot wide-ranging issues, often working across departments to uncover solutions to customer issues
• Manage competing priorities and see issues through to resolution
• Become a product expert in our transit management technology, with an emphasis on bus routes, schedule files, GTFS, and other "Planner" product features
• Assist with software configuration and training for new and existing customers
• Collaborate with Product Managers on product initiatives by providing key insights from customer interactions
• Contribute to evolving procedures and best practices
• Travel to customer sites when needed (infrequent, generally less than 10%)
• Work East Coast business hours, plus participate in rotating after-hour support schedule

Qualifications:

• Bachelor's Degree or
• 3+ years professional experience in Customer Support, Account Management, or a similar customer-facing role or
• 3+ years professional experience in the transit industry

We value non-traditional experience that shows apassion for learning, an interest in transportation, and a customer-firstmindset.
5 Pay and Benefits

• $70k - $85k plus 15% bonus potential
• Comprehensive health and dental benefits
• Generous paid parental leave after one year
• 401k plan with company match
• Increasingannual PTO scale, beginning with 15 days PTO + 4 flex days + 10 companyholidays

Most of our work happens on Slack, but once or twice ayear we get together in person to collaborate within and across our teams. Ourcompany is a small one with great culture, and you're going to have fun being apart of it.

Our team is passionate, our product makes a difference. Let us sell youon that. We'll show you this during the interview process, and we promise youwon't be disappointed.

6 To apply, you must send more than a resume-we need to understand who you are

We don't need a basic sir or madam cover letter, butwe do need to see you taking the application seriously, which means writing anote to us telling us why this job appeals to you. Include specifics about whyyour background (whatever it is) makes you well suited to this kind of role, anexample of a time you fought for something a customer needed and delivered it,and what about our job specifically appeals to you.

In addition to completing the online application, the best way to getour attention is to email your note and resume to the hiring manager directly:careers-na AT gmv DOT com with the subject "Customer Success Product Specialist." Theletter you write for us will be 10 times more valuable than your resume ingetting our attention.

If you have any questions please do not hesitate to contact Pablo Durán Álvarez, in charge of this vacancy.

Pablo Durán Álvarez