Customer Experience Manager

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Experience: Minimum of 3 years’ experience / success managing customer relationships and process improvements in a post-installation technical customer-facing support environment. The ideal candidate will bring a high degree of professionalism, strong communication skills and business acumen to the role. They demonstrate a strong customer centric mindset, with the ability to build customer relationships and proactively anticipate and resolve customer issues.

Role: Reporting to our Director, Customer Success, the Customer Experience Manager responsibilities include developing long-term relationships with a portfolio of school districts and bus operators, connecting with key business executives and stakeholders. The manager liaises 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 Bus Patrol’s camera system and partner products.

• 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 Bus Patrol 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.

• CCXP (Certified Customer Experience Professional certification preferred)
• 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. (Six Sigma yellow belt preferred)
• Experience with operational risk management.
• Experience analyzing, solving quality problems and performing root cause analysis.
• Experience working in a matrix team environment.

Bus Patrol is a technology…