Customer Success Manager

Job Location: Waltham MA
Details: Lead support staff and help continuosly improve software and services

AlphaRoute is a startup that provides dynamic, end-to-end software, advanced analytics, and sophisticated consulting support to help school bus and transit agencies optimize their daily operations. Our work has been recognized by INFORMS, the largest professional association for operations research, management science, and analytics. Our team of PhD-level researchers and former public sector executives has garnered significant press coverage from The Wall Street Journal and several other publications. As we work to transform the world of mobility, we are saving millions of dollars for our clients, improving the lives of their constituents, and helping the environment.

Basic Qualifications

  • – 5+ years of experience in transportation services, logistics, and/or software support.
  • – First-rate people skills.
  • – Experience in a customer support, management, or mentorship role — providing leadership, inspiration, and assistance.
  • – An analytical, innovative mindset and an inclination for problem-solving.
  • – Familiarity with software packages specifically focused on transportation services, vehicle routing, and/or logistics.
  • – Exceptional time-management skills.
  • – Strong verbal and written communication skills, including the ability to discuss and explain difficult situations with clients and other key stakeholders.
  • – Keen attention to detail.
  • – Ability to successfully manage multiple projects at once, often under tight deadlines.
  • – An energetic, team-oriented professional who is passionate about helping others.

Preferred Qualifications

  • – Extensive experience in school district transportation or public transit operations.
  • – Familiarity with optimization models and how they can be applied to transportation, network, and supply chain systems.
  • – Magnetic personality, instilling confidence in others.
  • – Loyalty, both to customers and to the organization and its mission.
  • – Passion for work that benefits the public good.
  • – Bachelor’s degree or higher, or military experience.

Job Description

The Customer Success Manager (CSM) will serve two critical functions:

  •  – Customer support: First and foremost, the Customer Success Manager will act as the lead support staff for AlphaRoute clients, providing training, troubleshooting, project management, and general support. The CSM will serve as an implementation specialist in the beginning stages of projects and will provide reliable, friendly assistance when called upon thereafter. The CSM will be an expert user of AlphaRoute software and will be fully knowledgeable about all aspects of a project’s scope, offering to clients everything from software training to hardware installation support. The CSM will provide such support both remotely and on-site at client locations.
  • – Organizational support: Secondly, the Customer Success Manager will help AlphaRoute to continuously improve its software and other services, providing credible, detailed feedback and guidance where applicable. The CSM will assist with general sales and marketing initiatives, leveraging their experience to help drive the organization forward. To this end, the CSM may be asked to represent AlphaRoute at various trade shows and conferences. At these events, the CSM will represent the company as a credible, personable proponent of the revolutionary services that AlphaRoute provides.

Everyone at AlphaRoute has a voice in who we are and what we do. We offer competitive pay, comprehensive health insurance, and flexible work schedules. We are a young team that works hard and plays hard — engaging in office trivia, team hangouts, happy hours, office putting contests, and much more! While we continue to grow, we believe that maintaining our fun, close-knit culture is key to our continued success.

Please apply using the form on this page or send an email, along with a resume and an (optional) cover letter, to careers@alpharoute.com.

We welcome all identities, backgrounds, and voices at AlphaRoute, and we would love to hear from you!

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