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Associate Consultant, Customer Success Account Manager (W-2)
Compiler is a small, woman-owned software consultancy. Compiler helps service-oriented government agencies build open source, human-centered, secure, agile solutions to support the delivery of government services that increase equity of opportunity. Our team specializes in building software applications around data for operations support and performance management including: data standards development, data engineering, data cleaning, extract transform and load (ETL) workflows, custom application programming interface (API) development and integration, data integration, data pipelines, data analytics, and data science. Our team’s subject matter expertise in transportation, housing, and homelessness provides depth and quality to the services we design and the applications we build. Our clients have included: City of Los Angeles, City of West Hollywood, CicLAvia, LA2050, Caltrans, County of Los Angeles, and the California Community Foundation. About Cal-ITP : Supported by the California State Transportation Agency (CalSTA) and the California Department of Transportation (Caltrans) through a grant from the California Transit and Intercity Rail Capital Program (TIRCP), the California Integrated Travel Project (Cal-ITP)
is a statewide solution to make travel simpler and cost-effective for everyone. Review our 2021 Accomplishments report
to learn more about our work. Role
The Customer Success team helps transit agencies take advantage of the various services offered by Cal-ITP. As an account manager, you will moderate and manage communication between Cal-ITP and the California transit agency customers assigned to you. You will be responsible for maintaining positive and supportive relationships with your assigned agencies and for identifying new opportunities to increase the quality of support provided by Cal-ITP. You will also be expected to document interactions and agency information in our Customer Relationship Management (CRM) system and to maintain a high-level understanding of Cal-ITP’s various programs and how your agencies are engaging with them. This role is client-facing. You’ll report to Anthony Rollins, and collaborate closely with Olivia Ramacier as well as with team members across Compiler and Cal-ITP, including the Payments, Mobility Service Data, and Data and Digital Services Teams. You’ll have access to modern tools to help you get your work done in a remote environment. This is a full-time, salaried position (W-2) with benefits. Full-time employment at Compiler is thirty (30) hours per week. Responsibilities
Proactive Customer Engagement
You will be responsible for an assigned list of agencies and will be expected to own all communication with those agencies. Activities will include leading scripted introductory calls for newly engaged agencies, hosting an annual review with each agency via Zoom, conducting regular outreach via email regarding new Cal-ITP opportunities or services, and coordinating with other departments within Cal-ITP or Caltrans to streamline additional interactions with your agencies. You will receive training materials and support from teammates to guide you through these interactions. You will maintain documentation of all interactions in the CRM system. As Cal-ITP’s engagement with agencies evolves, you may be asked to provide support to additional agency customers or ad hoc support to agencies without an assigned account manager. Reactive Customer Engagement
You will field all incoming inquiries from the agencies assigned to you, as well as general inquiries or questions from transit agencies without an assigned account manager. This may include communication via email, the CRM, or video conference. You will be expected to develop a general understanding of all current Cal-ITP products and services, as well as an ability to confidently triage and route tickets to the appropriate technical specialist on the Cal-ITP team. You should be comfortable engaging with colleagues and technical specialists to get the appropriate answers to your customers’ questions. You may be asked to attend or moderate virtual meetings with technical specialists. You will document all interactions in the CRM. Building the Customer Success Program at Cal-ITP
You will be an active participant in developing and improving the Customer Success program at Cal-ITP. You will provide input on the strengths and challenges of the current program, collect feedback from the agencies you work with to share internally, and participate in efforts to improve and document Cal-ITP’s approach to customer success. You should be comfortable raising issues you’ve seen your agencies face and participating in identifying scalable solutions to those problems. Required Qualifications
Experience in an account management or customer service setting Experience with a CRM An ability to engage with customers beyond your assigned list of duties and identify opportunities to increase customer satisfaction Ability to incorporate individual tasks and requests into a cohesive customer success strategy Comfortable collecting and sharing feedback from customers to improve existing processes A personal and professional commitment to bringing anti-racist principles to your work Preferred Qualifications
Proficiency in Google Workspace Comfortable following up with internal and external contacts, encouraging accountability from customers and colleagues Willingness to learn and adapt to new productivity tools and applications (GitHub, ClickUp, Hubspot, etc.) Experience working with or in proximity to government Experience working as a consultant Preference given to candidates located in California, specifically Los Angeles A love of public transit Education
Per company policy, this position has no formal educational requirements Start Date
Late June - July 2023 Compensation
$70,000 annually based on qualifications and experience Paid time off: fifteen (15) days paid time off (PTO) and ten (10) sick days annually, federal holidays, and annual holiday closure between December 23 and January 1 100% company-paid medical, dental, and vision insurance premiums for employees; 50% company-paid insurance premiums for employees’ dependents 100% company-paid short- and long-term disability insurance Discretionary budget for home office and/or professional development 401k contribution Company-provided laptop Location and Work Hours
This position is remote Los Angeles-based staff have the opportunity to work from our office at the Los Angeles Cleantech Incubator (LACI) / LaKretz Innovation Campus in downtown Los Angeles, CA Flexible working hours; expect an overlap with Pacific Time. The current team is spread across Pacific and Eastern time zones in the US To Apply
Applications accepted May 5, 2023 - May 19, 2023 Using the linked form, please briefly introduce yourself and upload your resume Cover letters are not expected, and extra weight in scoring will not be given to those that include them In keeping with our beliefs and goals, no employee or applicant will facediscrimination or harassment based on race, color, ancestry, nationalorigin, religion, education, age, gender identity, sexual orientation,marital domestic partner status, familial status, disability status, orveteran status. We will consider for employment qualified applicants with arrest andconviction records.#banthebox
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Compiler is a small, woman-owned software consultancy. Compiler helps service-oriented government agencies build open source, human-centered, secure, agile solutions to support the delivery of government services that increase equity of opportunity. Our team specializes in building software applications around data for operations support and performance management including: data standards development, data engineering, data cleaning, extract transform and load (ETL) workflows, custom application programming interface (API) development and integration, data integration, data pipelines, data analytics, and data science. Our team’s subject matter expertise in transportation, housing, and homelessness provides depth and quality to the services we design and the applications we build. Our clients have included: City of Los Angeles, City of West Hollywood, CicLAvia, LA2050, Caltrans, County of Los Angeles, and the California Community Foundation. About Cal-ITP : Supported by the California State Transportation Agency (CalSTA) and the California Department of Transportation (Caltrans) through a grant from the California Transit and Intercity Rail Capital Program (TIRCP), the California Integrated Travel Project (Cal-ITP)
is a statewide solution to make travel simpler and cost-effective for everyone. Review our 2021 Accomplishments report
to learn more about our work. Role
The Customer Success team helps transit agencies take advantage of the various services offered by Cal-ITP. As an account manager, you will moderate and manage communication between Cal-ITP and the California transit agency customers assigned to you. You will be responsible for maintaining positive and supportive relationships with your assigned agencies and for identifying new opportunities to increase the quality of support provided by Cal-ITP. You will also be expected to document interactions and agency information in our Customer Relationship Management (CRM) system and to maintain a high-level understanding of Cal-ITP’s various programs and how your agencies are engaging with them. This role is client-facing. You’ll report to Anthony Rollins, and collaborate closely with Olivia Ramacier as well as with team members across Compiler and Cal-ITP, including the Payments, Mobility Service Data, and Data and Digital Services Teams. You’ll have access to modern tools to help you get your work done in a remote environment. This is a full-time, salaried position (W-2) with benefits. Full-time employment at Compiler is thirty (30) hours per week. Responsibilities
Proactive Customer Engagement
You will be responsible for an assigned list of agencies and will be expected to own all communication with those agencies. Activities will include leading scripted introductory calls for newly engaged agencies, hosting an annual review with each agency via Zoom, conducting regular outreach via email regarding new Cal-ITP opportunities or services, and coordinating with other departments within Cal-ITP or Caltrans to streamline additional interactions with your agencies. You will receive training materials and support from teammates to guide you through these interactions. You will maintain documentation of all interactions in the CRM system. As Cal-ITP’s engagement with agencies evolves, you may be asked to provide support to additional agency customers or ad hoc support to agencies without an assigned account manager. Reactive Customer Engagement
You will field all incoming inquiries from the agencies assigned to you, as well as general inquiries or questions from transit agencies without an assigned account manager. This may include communication via email, the CRM, or video conference. You will be expected to develop a general understanding of all current Cal-ITP products and services, as well as an ability to confidently triage and route tickets to the appropriate technical specialist on the Cal-ITP team. You should be comfortable engaging with colleagues and technical specialists to get the appropriate answers to your customers’ questions. You may be asked to attend or moderate virtual meetings with technical specialists. You will document all interactions in the CRM. Building the Customer Success Program at Cal-ITP
You will be an active participant in developing and improving the Customer Success program at Cal-ITP. You will provide input on the strengths and challenges of the current program, collect feedback from the agencies you work with to share internally, and participate in efforts to improve and document Cal-ITP’s approach to customer success. You should be comfortable raising issues you’ve seen your agencies face and participating in identifying scalable solutions to those problems. Required Qualifications
Experience in an account management or customer service setting Experience with a CRM An ability to engage with customers beyond your assigned list of duties and identify opportunities to increase customer satisfaction Ability to incorporate individual tasks and requests into a cohesive customer success strategy Comfortable collecting and sharing feedback from customers to improve existing processes A personal and professional commitment to bringing anti-racist principles to your work Preferred Qualifications
Proficiency in Google Workspace Comfortable following up with internal and external contacts, encouraging accountability from customers and colleagues Willingness to learn and adapt to new productivity tools and applications (GitHub, ClickUp, Hubspot, etc.) Experience working with or in proximity to government Experience working as a consultant Preference given to candidates located in California, specifically Los Angeles A love of public transit Education
Per company policy, this position has no formal educational requirements Start Date
Late June - July 2023 Compensation
$70,000 annually based on qualifications and experience Paid time off: fifteen (15) days paid time off (PTO) and ten (10) sick days annually, federal holidays, and annual holiday closure between December 23 and January 1 100% company-paid medical, dental, and vision insurance premiums for employees; 50% company-paid insurance premiums for employees’ dependents 100% company-paid short- and long-term disability insurance Discretionary budget for home office and/or professional development 401k contribution Company-provided laptop Location and Work Hours
This position is remote Los Angeles-based staff have the opportunity to work from our office at the Los Angeles Cleantech Incubator (LACI) / LaKretz Innovation Campus in downtown Los Angeles, CA Flexible working hours; expect an overlap with Pacific Time. The current team is spread across Pacific and Eastern time zones in the US To Apply
Applications accepted May 5, 2023 - May 19, 2023 Using the linked form, please briefly introduce yourself and upload your resume Cover letters are not expected, and extra weight in scoring will not be given to those that include them In keeping with our beliefs and goals, no employee or applicant will facediscrimination or harassment based on race, color, ancestry, nationalorigin, religion, education, age, gender identity, sexual orientation,marital domestic partner status, familial status, disability status, orveteran status. We will consider for employment qualified applicants with arrest andconviction records.#banthebox
#J-18808-Ljbffr