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Optibus is a unified software platform revolutionizing public transportation planning, scheduling, and operations in over 6,000 cities worldwide. Using AI, ML, and optimization algorithms, it empowers agencies to design more efficient, equitable, and sustainable transit networks, enhancing passenger access, reducing emissions, and improving driver conditions. With offices globally and a team of 350+ employees, Optibus fosters a collaborative culture centered on innovation, determination, and impact. As the first unicorn in public transportation technology, Optibus is driving the modernization of mass transit to make it the preferred choice for cities and passengers alike.
About the position (role & team):
We are seeking passionate, customer-focused professionals with technical expertise to join our Global Customer Success team as a Technical Account Manager. The Technical Account Manager role in Optibus requires superb technical understanding of our product, customer use-cases, and internal problem solving, along with excellent customer-facing communication. You will be the customer’s trusted technical advisor, building rock-solid relationships with our end users and their organizations in order to help them experience value on the Optibus platform.
Responsibilities:
Customer-value driven technical problem solving
* Utilizing your deep product knowledge, help customers with refining their Optibus processes, and finding value in our product.
* Regularly engage with users to identify and resolve pain points and drive adoption.
* Collaborate with the relevant Customer Success Manager to continuously improve customer satisfaction.
* Develop relationships with customers based on trust and deep understanding of their technical and business needs.
* Provide escalation oversight from a technical perspective.
* At times support configuration and onboarding strategic Optibus customers.
Voice of the customer - internal collaboration
* Be the voice of the customer for Product, R&D and Sales – using customer feedback and insights to further improve customer experience and enhance value.
* Monitor Support request flow for assigned clients and aggregate common issues for broader resolution (e.g. training, product enhancements, etc.), and define plans of action across teams (global support, product, etc.).
* Advocate for customers’ priorities internally within Product, R&D, Education, Support, and other cross-functional stakeholders - within defined processes.
* Provide inputs and support for strategic business reviews with customer stakeholders to drive alignment and engagement.
* Provide an exceptional customer experience by driving customer value.
Requirements:
* 2+ years experience providing ongoing technical solutions in a client-facing role.
* Growth mindset, with a willingness to learn, adapt, and grow.
* Technical background (ideally Electronic Engineer) or technical work experience with a proven track record of excellence.
* Using exceptional interpersonal and communication skills, convey technical information to stakeholders with a range of technical abilities, while growing customer relationships.
* Strong analytical and technical skills.
* Self-motivation, proactive team player.
* Positive work ethic, ambitious and passionate attitude.
* Great time-management skills and ability to run multiple tasks simultaneously.
* The candidate must be based in or willing to relocate to the San Sebastián area.
Optibus is proud to be an equal opportunity employer. We hire talented individuals, regardless of gender, race, ethnicity, ancestry, age, disability, sexual orientation, gender identity or expression, cultural background, religious beliefs, or any other characteristic protected by federal, state, or local laws. It is our responsibility at Optibus to provide an inclusive and accessible interview experience for all. We will provide reasonable accommodations for all candidates in need of individualised support during the hiring process.
Seniority level
* Associate
Employment type
* Full-time
Job function
* Customer Service, Sales, and Information Technology
Industries
* Software Development and Transportation, Logistics, Supply Chain and Storage
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