Customer Experience Manager

We’re hiring a Customer Experience Manager (CXM) to join BusRight - a fast-growing transportation tech company backed by investors from Uber, SpaceX, and Notion - to scale magical customer experiences. As a CXM, you’ll serve as the point person - the BusRight “Concierge” - for customers' end-to-end experience, from onboarding to post-launch coordination. 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 scalable experience 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, drive adoption across their operations’, support 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 (including Executive Stakeholders). From writing cards to celebrate events in customers’ lives to running executive reviews for a Superintendent, you have the opportunity to build a personal and professional relationship across a broad set of user personas.
• Leading product training sessions during customer onboarding (drivers, parents, transportation office staff, etc.) and driving product adoption across the organization.
• 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 team 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.