Customer Engagement Manager

About MagicBus, Inc.

Our mission is to take cars off the road by making it safe and easy to vanpool.

A vanpool is a group of people who commute together, usually in a shared van. It’s an excellent, cost effective way to commute, used by hundreds of thousands of Americans, but the industry is largely offline. It’s difficult to find, join, and start vanpools. 

We build software that fixes this, making vanpooling simple and flexible. We believe that in a post-Covid world, it will be more important than ever to rethink shared transportation and make it more adaptive.

Our customers are organizations like transit agencies and employers who have existing vanpool fleets. We provide these customers with our SaaS platform that manages their vanpool programs. We capture real time information about open seats, then make those seats available to book through our app. We also make it easy for people to crowdsource and start new vanpools.

What are we up to?

Over the past two years, we’ve already served more than 10,000 riders from over 150 organizations with a pilot product. We raised a Series-A funding round in November 2019 and since then are focused on building the next iteration of a delightful product. As we exit out of this pandemic in 2021 and more workers start commuting back to the office again, we are scaling our engineering, product, sales and marketing, and customer engagement team. 

About the role

We’re seeking our first Customer Engagement Manager to join our team! You will be the key connector between the company and our customers after the sale, responsible for the entire end-to-end customer care on the B2B and B2C sides. You’ll be putting on many hats, acting as a program manager, delivery manager, product manager, account executive, and customer support all-in-one. 

Your responsibilities include delivering our product and services that enable our B2B customers to realize their business outcomes, training and onboarding customers, pioneering the customer support process to the B2C end-users, and continuously gathering feedback from the B2B and B2C customers to inform our product and services roadmap.

You will report directly to the CEO. This is a full-time position with the ability to work remotely anywhere in the United States.

If you are a go-getter, quick learner, entrepreneurial, detail-oriented, great communicator, and can roll-up your sleeves to take action while dealing with ambiguity, then we want to hear from you!

Responsibilities

• Delivery
• Plan, organize, and manage the delivery of the MagicBus SaaS product for a B2B customer. This includes developing and managing project plans, project schedules, team goals, project milestones, budgets, and defining success criteria
• Collaborate with the sales team to understand our customers’ needs, their business, how success is defined, and ensure we are exceeding expectations in delivering customer outcomes
• Collaborate with product and engineering team to set up the product for the customer, quality check the product, and approve the final product delivered to the customer
• Host onboarding, training, and needs & analysis meetings with customer
• Operations
• Manage the day-to-day operations of B2B and B2C customers using our product. This will inevitably reveal complexities and challenges. Dive deep to solve these problems and document learnings and processes along the way.
• Pioneer and lead the B2C customer support function. Will initially be responsible for on-call front-line customer support, then eventually transition to leading a customer support team.
• Lead program review meetings with B2B customers, and ensuring customers see value provided by MagicBus
• Build strategic relationships to expand MagicBus’s presence
• Be a trusted strategic voice of B2B and B2C customer needs within MagicBus, leveraging a deep understanding of our customers’ requirements to help guide product and business decisions

Prior Qualifications

• Bachelor's degree (technical field preferred)
• 2+ years of B2B SaaS software delivery experience
• 2+ years with customer success, client engagement, consulting, or account executive experience 
• Important: Highly emotional intelligent, empathetic, and customer-oriented 
• Important: Highly organized and detail-oriented
• Strong technical orientation
• Excellent work ethic and positive, can-do attitude
• Able to navigate through high ambiguity situations
• Excellent analytical, verbal, and written communication skills
• Expertise with Google tools like Docs, Slides, Sheets, Data Studio

Benefits

• Equity
• Flexible paid time off policy up to 21 days in the year
• Remote work environment and coworking reimbursements
• Health and wellness reimbursements
• Medical, Dental, and Vision Insurance
• An idea-meritocratic culture valuing diversity of thought