Customer Manager

Job Details

Description

Position Summary

The Customer Manager (CM) is a proactive, strategic partner to INIT clients. This role ensures optimal adoption of our ITS solutions, and long-term client satisfaction and retention. The CM works cross-functionally with Sales, Product, Engineering, and Support to represent customer interests, advocate for service improvements, and identify growth opportunities.

What You Can Expect

With a great deal of dedication and technical expertise, our customer managers support our existing customers in making the best possible use of INIT's applications in their everyday lives and developing them further.

• You are in personal contact with our customers to master their challenges in partnership
• The added value of the customer and trusting cooperation at eye level is central to you
• Together with our customer teams, you drive internal processes forward
• As part of the INIT customer teams, you dynamically use their strengths and drive internal processes forward
• Through active listening and your own research, you identify public transport trends and pass them on to INIT
• As a trainer, you conduct small-scale training sessions yourself using the latest tools (iPad, laptop, smartphone) to conduct training sessions yourself
• You are responsible for organizing and coordinating the training sessions and preparing and following them up in consultation with your customers
• You also train your own INIT colleagues as part of our internal Academy and provide support at trade fairs and user group meetings by preparing and presenting specific specialist topics as required
  
  

Key Responsibilities

• Act as the trusted advisor and central liaison for assigned transit agency customers.
• Ensure high levels of customer satisfaction by managing all aspects of post-sale engagement, including onboarding, training, and continuous support.
• Analyze usage data, incident trends, and service health to drive proactive improvement and risk mitigation.
• Organize and lead regular customer meetings (weekly, monthly, quarterly, annual) to review performance, risks, KPIs, and strategic planning.
• Plan and coordinate small-scale customer projects such as upgrades, maintenance initiatives, and process improvements.
• Collaborate on the development and communication of Continuous Service Improvement (CSI) plans and service runbooks.
• Advocate internally for customer needs by conveying insights to product, engineering, and support teams.
• Identify and assist with upsell, renewal, and expansion opportunities.
• Track, report, and resolve escalations efficiently and professionally.
• Assist in creation and review of Statements of Work (SOWs) and contribute to policy and procedure development.
• Maintain and develop internal documentation (SOPs) and contribute to improving CSM methodologies and processes.
  
  

Qualifications

• Bachelor’s degree in Business, Engineering, Transportation, or a related field.
• 3+ years of experience in training, customer service delivery, or operations ideally within ITS or public transportation. Multiple product knowledge in this area is a plus.
• Strong working knowledge of public transit operations and technology. Things like ITS, RTPI, dispatch, etc.
• Proven ability to manage complex customer relationships and projects with multiple stakeholders.
• Strong analytical, problem-solving, and communication skills, including comfort presenting to VP-level stakeholders.
• Experience with performance reporting, metrics tracking, and service improvement planning.
• Strong organizational and multitasking abilities; detail-oriented with a customer-first mindset.
• Financial acumen and ability to link service impact to business outcomes.