Customer Experience Manager

We're hiring a Customer Experience Manager (CXM) to join BusRight as an early member of our growing Customer Success team. As a CXM, you’ll serve as the point person - the BusRight “Concierge” - for customers' end-to-end experience, from onboarding to post-launch support. This role involves building deep relationships with key stakeholders, managing successful customer onboarding and implementations, and working closely with our Head of CX to build a scaleable success team. You’ll support a rapidly growing customer base of down-to-earth, passionate school bus leaders such as School Transportation Directors, Routers, Drivers, and more.

More than 26 million students ride ~500,000 buses to and from school daily. That operation is managed by under-equipped teams that use pen & paper or legacy software to manage their day-to-day. We’re on a mission to make school buses safer and more efficient for families, schools, and communities nationwide with advanced routing technology, dynamic driver navigation, live GPS tracking, and real-time parent communication.

Responsibilities

As a CXM, you’ll serve as the point person - the BusRight “Concierge” - for customers' end-to-end experience, from onboarding to post-launch support. You’ll build deep relationships with clients, support and troubleshoot their product experience, and be a conduit for customer feedback across the team.

• Owning customer onboarding & implementations - managing multiple onboarding projects simultaneously.
• Proactively building deep relationships with key stakeholders. You'll be contacting customers to ask how they are doing, writing cards to celebrate events in their lives, and visiting them in person when appropriate. You have the opportunity to build a personal and professional relationship with our users that will last a lifetime.
• Leading product training sessions during customer onboarding (drivers, parents, transportation office staff, etc.)
• Serving as a product expert, providing tier one support to your customers via phone, email, and live chat. As the go-to point of contact for accounts, you’ll be asked questions like, "Why can't I add stop 7 to my route?” or “Why is my tablet showing this error?”
• Collaborating with our Support Operations Specialist and Support Engineer to develop tailored client-facing solutions and internal tools to facilitate the growth of our high-touch concierge model.
• Translating and communicating feature requests and feedback to members of the product and engineering teams.

What we're looking for

• You have 3+ years of experience in a customer success, or related role.
• You have a "glass half full" attitude and see new challenges as opportunities to solve problems with your team.
• You’re organized, detail-oriented, and you don't let things slip through the cracks.
• You’re a talented writer and genuine communicator - your tone is approachable and personable but communicates confidence.
• You are comfortable with experiences that require your hands-on attention and learning on the fly — from investigating how to extract data from a new student information system to sitting shoulder-to-shoulder with customers to troubleshoot with them in real time.
• You’re a curious conversationalist who enjoys building genuine relationships with interesting people from all walks of life.
• You are resourceful in independent problem-solving, recognizing the value of personal research. Yet, equally open to collaborating with the team for broader insights and expertise, understanding we don't always have all the answers.
  

What you'll get

• Competitive Compensation: You’ll receive competitive equity + salary at a fast-growing startup that recently raised a $7M Series A financing round, poised to transform the largest mass transit system in the U.S.
• The Best Customers Ever: You’ll engage with some of the most down-to-earth and kind individuals across the country. The salt-of-the-earth nature of student transportation means you get to have authentic and genuine interactions all day.
• Resources & Access: You'll be equipped with industry-leading tools and a network to grow personally and professionally. This includes direct support from investors and advisors. The BusRight network will become your network. With advisors and team members eager to support your personal development, we will ensure you have the opportunity to learn from leaders who have built iconic transportation + edtech companies such as Quizlet and Kayak and renowned CS experts.
• Strategic Influence: Working side-by-side with BusRight's Head of Operations & Customer Success, you'll have an opportunity to design strategic customer success efforts, create scalable systems, and solve challenges to help unlock new value for our customers.
• A Scrappy Team That Puts Customers First: BusRighters and student transportation leaders are down-to-earth, compassionate, and fun individuals to be around who come from various backgrounds - from seasoned transportation leaders to ambitious technologists. You’ll have support from the whole team in your efforts - from our operations & sales leaders to our product managers & engineers.

We believe that your longevity at BusRight is an asset, and the deepest and most successful relationships are built when our backs are up against a wall. We believe in doing things so kind for fellow BusRighters and customers that it feels like magic. We believe that superficial destinations don’t create daily motivations, rather, the camaraderie we build with each other and the hope we provide our customers are what fuels high performers and high impact. We believe difference is an asset. We're committed to fostering an inclusive environment that welcomes team members of all ages, races, backgrounds, ethnicities, and more. Simply put, our employees, customers, and team win when we have various perspectives and backgrounds at the table making key decisions.