Customer Success Manager

San Diego, CA, United States

Job Description

Job Summary:

The role of the Customer Success Manager at Solera is a unique and dynamic position that encompasses the responsibilities of both client relationship management and technical field service engineering. This multifaceted role ensures the seamless integration and ongoing success of our Solera program within the Transit/Bus & Rail industry. As the primary point of contact post-sale, the individual in this role will collaborate with clients to understand their unique objectives, tailor program approaches, and guarantee the optimal utilization of the Solera solution. Additionally, they will play a crucial role in coordinating hardware equipment installation, maintenance, repair, and certification training activities with a focus on maintaining the highest quality standards.

Key Responsibilities:

Quickly assess client requirements and tailor program approaches to fit each client's unique objectives with the Solera/ESP Services Safety program.

Manage and maintain client relationships, ensuring overall client satisfaction and value realization from the Solera program.

Develop and manage project plans based on client needs, ensuring program milestones and objectives are met.

Act as the client advocate within Solera, collaborating with internal teams to address client needs, future enhancements, and issue resolution.

Ensure proper training of client leaders and effective adoption of the program for positive results.

Develop and deliver effective onsite and web-based program training.

Coordinate efforts with various teams for the support infrastructure of assigned client accounts.

Lead and perform on-site and/or Web-Ex PBET certification training, including vehicle hardware installation, repair, maintenance, and testing.

Conduct site QC follow-up audits and proactive monitoring of maintenance and installation technicians to ensure Solera quality standards.

Create First Article/Vehicle Installation Specification Assessment (VSA) documentation and assist in the development of Train-the-Trainer’s Guide documentation.

Assist in defining equipment installation and maintenance best practices and requirements, ensuring adherence to quality controls.

Education and Experience:

Bachelor’s degree, Associates Degree in Electronics or equivalent ASE-Vehicle electronics skills, or equivalent years of experience.

Minimum 2-5 years of successful account management in a large account environment.

Proven success in managed services, Transit/Bus & Rail industry experience highly preferred.

5-7 years of 12-24 volt installation experience.

Skills and Knowledge:

Strong project management skills.

Ability to plan and schedule project goals, milestones, and deliverables.

Excellent customer communication and customer service skills.

Comprehensive understanding of railway or transit operations.

Strong problem identification, resolution, and root cause analysis skills.

Working knowledge of basic computer networking and Wi-Fi installation fundamentals.

This combined role offers a unique opportunity to blend customer success management and technical field service engineering, ensuring a holistic approach to client satisfaction and program success within the Transit/Bus & Rail industry.

Salary Range: $75,000-$90,000

Schedule: Mon-Fri 8am-5pm with occasional over-time.

Must have a valid driver's license and reliable transportation

Company Description

ESP Enterprises, Inc. has over 20 years of concentrated experience in the installation, system upgrade, maintenance, and staffing for public transit projects. ESP’s work with industry leading vendors has enabled us to acquire in-depth knowledge and distinctive experience. With an approach of being the project solution for our customers, ESP has distinguished itself as the go to source for the transit industry in the United States.

ESP Culture Statement

Your ability to work with in our culture is critical for your success.

If you can commit to and live with the following principles, you’re the type of person that will be successful and help our company thrive. If you feel this level of engagement is not right for you or you’re not willing to participate with us at this level, then we’re not a good fit for you.

Our expectation is that you’ll take the steps necessary to do what you say you’re going to do and be accountable for your actions. In other words, “live above the line.”

We know not everyone is ready for this level of performance and we appreciate the honesty for anyone that decides this is not right for them.

On the other hand, you would make an ideal candidate to join our company if you’re willing to follow the “above the line” principles.

Accountability: See it, own it, solve it, do it. Become part of the solution. Respect others and their feelings. Act now.

Ask the question “what else can I do?”

Asked the question “what coaching do you have for me?”

What can I do better?

Personal ownership and pride

Reject average

Show Others That You Care

Hold each other accountable

Steve Phelan

President, ESP Enterprises, Inc.

ESP Enterprises, Inc. has over 20 years of concentrated experience in the installation, system upgrade, maintenance, and staffing for public transit projects. ESP’s work with industry leading vendors has enabled us to acquire in-depth knowledge and distinctive experience. With an approach of being the project solution for our customers, ESP has distinguished itself as the go to source for the transit industry in the United States. ESP Culture Statement Your ability to work with in our culture is critical for your success. If you can commit to and live with the following principles, you’re the type of person that will be successful and help our company thrive. If you feel this level of engagement is not right for you or you’re not willing to participate with us at this level, then we’re not a good fit for you. Our expectation is that you’ll take the steps necessary to do what you say you’re going to do and be accountable for your actions. In other words, “live above the line.” We know not everyone is ready for this level of performance and we appreciate the honesty for anyone that decides this is not right for them. On the other hand, you would make an ideal candidate to join our company if you’re willing to follow the “above the line” principles. Accountability: See it, own it, solve it, do it. Become part of the solution. Respect others and their feelings. Act now. Ask the question “what else can I do?” Asked the question “what coaching do you have for me?” What can I do better? Personal ownership and pride Reject average Show others that you care Hold each other accountable Steve Phelan President, ESP Enterprises, Inc.

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