Customer Success Engineer, Optibus
3+ days a week in office
Software for mass-transit planning & scheduling
Job no longer available
Software for mass-transit planning & scheduling
201-500 employees
Job no longer available
3+ days a week in office
201-500 employees
Company mission
To be the modern operating system for mass transportation.
Role
Who you are
- Proven experience and measurable success in client-facing roles within SaaS (ideally vertical), with either B2B and/or B2G experience
- Proven track record of building strong relationships within a client portfolio with their technical and non-technical teams
- Exceptional ability to manage time-based projects, prioritize effectively, and drive technical outcomes across multiple client engagements simultaneously
- Outstanding verbal and written communication skills in English and German (extra European languages are very desirable!)
- Proven experience of adaptability in fast-paced start up/scale up environments
- (Very) nice to have: experience in transit, public transportation, CAD/AVL, and/or ITS
What the job involves
- We are looking for a Customer Success Engineer to join our global Customer Success team! Based in Berlin, this person will play a key role as the central technical partner for our customers
- From onboarding new clients, helping reach their initial desired value promptly, to ensuring they achieve continuous, measurable value from the Optibus platform at every stage of their journey
- Our CSEs are Optibus subject matter experts who bridge the gap between customer business goals and our technology
- They guide our customers towards value realisation, including adoption of the platform, strategic technical enablement, solution design, integrations, running workshops, providing technical coaching, and collaborating cross-functionally across the business to drive long-term customer success
- You will work closely with our wider team, including Support, PMO, in addition to Revenue (including Account Managers AMs and Pre-sales Engineers), Product, R&D, and other cross-functional departments
- This is a role with a strong client-facing component. You’ll be expected to spend at least three days per week working from a local Optibus office or on-site with customers
- Technical Enablement
- Initial Implementation: Own the technical project delivery, managing data migration, initial platform configuration, and foundational user training to ensure a timely and effective go-live
- Continuous Enablement: Deliver staged technical enablement and coaching sessions based on the customer's maturity and specific business goals
- Value Focused
- Value Realization: Plan and lead value-focused technical workshops, such as optimization scenario analysis, to demonstrate measurable value received and drive deeper platform adoption, as the technical partner supporting CSM/SCSE
- Configuration & Technical Requirements
- Solution Design & Integrations: Work closely with clients and internal teams (Project Managers, R&D, Product, Solutions Architects) to define technical requirements and translate them into platform configurations
- Technical Expertise: Manage technical aspects of integrations with client systems and serve as the subject matter expert on platform capabilities
- Relationship Management
- Relationship Building: Act as a trusted technical advisor, building strong, lasting relationships with technical users, stakeholders, and internal decision-makers
- Client Mapping: Maintain a deep understanding of the client’s organizational structures and technical landscape to ensure mutual technical goals are accomplished and risks are mitigated
- Customer Delivery
- Project & Task Management: Working alongside the PMO/CSM, ensure all technical activities adhere to the project scope within budget, and are delivered efficiently and on time, from initial implementation through ongoing technical services
- Voice of the Customer
- Technical ambassador: Represent the customer internally, collecting and analyzing feedback to inform the Product and R&D roadmap
- Escalation Management: Manage internal technical escalations with R&D, Product, and Support counterparts to ensure swift resolution of complex issues
- Cross-Functional Alignment: Collaborate with the wider Customer Success, Sales, and Product teams to align technical delivery with the overall customer success plan
- Key Performance Indicators (KPIs):
- Adherence to Project SOWs and task completion estimates
- Time to First Value (TTFV)
- CSAT (Customer Satisfaction)
- Utilisation
- Time capture
Application process
- Initial screening with Talent Acquisition team
- Manager Interview with Regional Head of Customer Success Engineering
- Immediate Team fit with Senior Customer Success Engineer & Customer Success Engineer
- Panel Interview with Regional Head of Customer Success Engineering, Senior Customer Success Engineer, 2x Customer Success Engineer(s)
- HR call
Our take
Public transport is cheaper, greener and more available to the general public than most private transport alternatives. Yet it suffers from major defects. It is often criticised for being unreliable and of poor quality, leading users to look elsewhere; often towards solutions which clog cities' transport systems even more.
This is a problem which Optibus wants to solve. It supplies a platform that brings much-needed innovation to public transport, leveraging a robust combination of artificial intelligence, advanced optimisation algorithms and distributed cloud computing to make public transit smarter, better and more efficient.
Since its founding in 2014, the company has seen rapid uptake. It has been selected by the leading transit providers in more than 1000 cities around the world. It has also reached unicorn status and, with numerous offices across the globe, boasts a truly global outreach which positions it for a fruitful future.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
6% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Apr 2024
$15m
LATE VC
May 2022
$100m
SERIES D
Total funding: $275m
Company HQ
Tel Aviv-Yafo, Tel Aviv District
Additional info
- Headquarters located in Tel Aviv, Israel
Leadership
Amos Haggiag
(Co-Founder & CEO)A graduate from Ben Gurion University, Amos was a Senior Software Development Engineer at Microsoft before founding Optibus in 2014.
Eitan Yanovsky
(Co-Founder & CTO)With an MSC from Tel Aviv University, Eitan was an R&D Core Team Leader at GigaSpaces prior to co-founding Optibus.
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