Masabi Looking for Customer Success Manager at Spokane, WA Full Time

About Masabi:
At Masabi, we are helping to make cities better places to live, work and visit by enabling seamless, frictionless journeys on public transport systems. We are a SaaS company developing a fare collection platform that allows people to buy and present tickets for public transit on their mobile phones or by tapping a bank card or smart card to travel.

We believe a new fare payments system allowing passengers to tap and ride without needing to buy a ticket or understand fares should be available to every passenger and every transit agency around the globe, without prohibitive costs or taking years to deliver, helping people move seamlessly from A to B.

Our Justride platform has won numerous awards and is used in over 150 locations worldwide, including New York, London, Boston, Las Vegas, Valencia, The Hague, Los Angeles, Melbourne, and many more. With an exciting industry-first mobile ticketing SDK, we are partnering with companies like Uber, Lyft, Transit, Moovit to enable the purchase of public transit tickets within leading mobility applications.

Join us on this exciting ride as we build the transit technology ecosystem of tomorrow.

*
The Role: *
Masabi is looking for Relationship Managers/Account Managers to join our Global Services team, supporting strategic transit organizations with their long term adoption and retention of our SaaS ticketing solutions and leading them through a growth journey from mobile-first to Account-Based Ticketing and Full Fare Collection models and cEMV.

*
Location: *
This role will be based in the continental United States. While we strongly prefer West-coast-based candidates, we will consider candidates within the Pacific to Mountain time zones.

*
Responsibilities: *
The role is split into three parts:

_
Client Management_

• Owning the contract lifecycle with some of the world’s leading transportation organizations, who turn to Masabi as a trusted technology partner to innovate their fare payment solutions and advise them on the change management programs that come along with this innovation.
• Understanding an agency’s strategic goals and integrating Masabi into its vision and programs.
• Building and maintaining executive relationships while acting as the key interface between the client and Masabi.
• Creating strong relationships at all levels and helping clients maximise Masabi’s scalable technology benefits through the expansion of mobile ticket availability, increasing adoption and taking clients on a development journey towards Full Fare Collection.
• Translating complex technology solutions to clients using their own business language in a way that resonates with their business strategy.
• You will establish and manage a successful account management plan through regular health checkpoints and metrics such as adoption rate, revenue growth, mobile ticketing analytics and trends.
• You will conduct internal reviews with Masabi stakeholders; product, engineering, marketing, R&D and services delivery to present the customer voice and view on product quality and functionality, technology direction and strategic roadmap decisions.

_
Product Expansion_

• Create product review cycles with your clients, helping them to understand Masabi’s product direction and technology roadmap, determine the product value to their user base and agree on how to best implement these during the contract term.
• Involved with developing channels for product feedback, development and expansion – managing the process with Product Management and eliciting feedback to access the voice of the customer.
• Maintain a deep product knowledge, act as the product expert for the client and support your accounts with customer education, workshops, presentations and training, while working closely with Product Managers to communicate new features and functionality.

_
Business Development_

• Develop programs and outreach initiatives to maintain Masabi’s existing relationships within transit agencies, and devise account strategies to grow its footprint of Masabi.
• Identify new areas for business and growth with existing product initiatives.
• You will lead the negotiation of commercial and legal terms to cover contract extensions, upsells or revised business strategies and assist clients with developing marketing and launch plans.

*
About you: *

• Solid experience in account management, with past proven success in account retention and upsell, ideally in a SaaS type of company.
• Be able to explain complex technical solutions to clients in a way that resonates with their business strategy.
• Are highly persistent and able to find creative ways of delivering value to clients.
• Have a high degree of EQ, drive and resilience.
• An excellent communicator, comfortable operating at executive and senior management levels.
• Enjoy working with customers and always striving to provide service excellence.
• Familiarity with mobile applications and an interest in technology.
• Open to travelling to client sites when safe to do so.
• Have methodical business planning skills and are able to identify commercial trends.
• Passionate about the future of transportation, mobility and cities, and are looking to make a difference in building the transportation technology ecosystem of tomorrow.

*
Great if you have…*

• Experience with business development and contract management.
• Experience/knowledge of product definition or having worked in a product-based organisation.
• Knowledge or experience of the rail/transportation industry.

*
Some of our benefits: *

• Competitive salary package.
• 20 days of vacation per year (in addition to public holidays), plus the option to buy an additional 5 days of vacation each year. On top of this, our office is shut every year between Christmas and New Year, totalling a whopping 28+ days of vacation.
• Private Healthcare and Life Insurance via Trinet.
• Training allowance of up to $1000 per year.
• Choice of a workstation.
• $250 per year to spend on your home office.
• Flexibility to work from home whenever you need to and flexible working hours (we are currently operating fully remote due to COVID-19).
• Ability to work for up to 3 months per year from any country in the world.
• Enhanced family leave.
• Regular social gatherings with a monthly spending allowance for each employee.
• Fun and collaborative environment with a focus on making a difference in the world.

*
Diversity: *
We celebrate multiple approaches and points of view, striving to create an environment where everyone feels empowered to bring their whole, authentic selves to work. Whoever you are, just be yourself. We encourage people from underrepresented backgrounds to apply; we don’t discriminate. Also, please notify our team of your pronouns at any point in your application.

*
Interviewing: *
All interviews are expected to take place by phone or video.

*
Remote working: *
Masabi’s flexible working policy will allow you to work entirely remotely, or from one of our offices in London, Cluj, New York, Denver or Boston. The choice about where you work from will be primarily made by you. Regardless of where you choose to work from, you will be allowed to work outside of the country of your employment for up to 3 months each year.

To find out more about who we are and how we work, please have a read about how our business reacted to the Covid pandemic: https://www.masabi.com/2021/08/02/emerging-stronger/

Job Type: Full-time