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Vice President / Chief Customer Officer - Professional Services

Atlanta, GA · Computer/Software
Routematch is the leading provider of passenger transportation technologies spanning demand response, fixed route, payment, mobility and on-demand transit solutions.  We blend powerful technology and excellent service to equip transit agencies with the right tools to provide accessibility and mobility for every rider in their community.   When everyone has access to transportation, individuals, communities, and societies thrive. 
And, now, we’re driving change in the transit world.  We’re embracing new technologies and methodologies to deliver new and improved products and top-notch service.  We are a team of 180+ professionals in the US, Ireland, and Australia that are passionate about transit.  We’re hiring energetic, positive professionals to contribute their talents and creativity to solutions that empower people to change their lives.  Routematch is a place where you can honestly say “my work matters”.
Reporting to the President, the Chief Customer Officer (CCO) is responsible for building a best-in-class, global professional services team responsible for client success and the implementation, consulting and support of the Routematch solutions.  You’ll bring your expertise to lead people, create processes and define KPIs that accurately assess and improve client satisfaction and success.  The CCO is focused on driving profitability while delighting our partners and ensuring their desired impact on their communities.  You’ll maximize the utilization of resources through strategic planning and execution and you’ll work closely with the Product, Sales and Finance teams to achieve company goals. 
The ideal CCO will have an operational mindset with a passion to lead others and shape an outstanding service organization that positively impacts our partners and their communities.
As the Chief Client Officer, you will:
  • Provide the vision, execution, leadership and project implementation oversight associated with delighting our transit agency partners and their communities around the world
  • Lead program management for the delivery organization ensuring financial targets (P&L) are met (revenue, expense, margin), quality project delivery, positive customer experience, and effective employee engagement
  • Build strong and productive customer relationships and deliver high-value, outcomes-based services that result in referenceable, satisfied customers
  • Mentor, develop and optimize a large services team that designs, configures, implements, improves and supports our solutions and ensure the successful operation of transit agencies to support their communities
  • Work proactively with Sales on large opportunities, helping to position service philosophy, delivery and best practices

Delivery Excellence

  • Develop, monitor and continuously improve delivery methodologies, programs and strategies to ensure effective, repeatable, and scalable, project management practices and resource utilization practices / processes are being followed
  • Monitor and report on the health status of each project
  • Actively participate in providing resolutions by working with the delivery, product and sales teams so timely resolutions / responses may be achieved
  • Create, direct and measure programs for productivity, quality, and process improvements
  • Plan and emphasize quality and consistency in the delivery of services and programs
  • Create, monitor and report on services delivery and financial measurements and KPIs
  • Assess risks, anticipate and remove bottlenecks and resolve escalations impeding customer success
  • Develops strategy and administers operational business plans, policies, and procedures
  • Improve the company’s competitive position thru improved execution, efficiency, and productivity
  • Increase customer satisfaction and overall profitability through improved execution of implementations and customer service capabilities and activities
  • Responsible for change management activities within the Services organization that enable transformation and team growth and are aligned with the strategic goals of Routematch
People Leadership

  • Motivate, coach and lead a high performing, geographically dispersed team to an outcomes-based service model
  • Foster a community of excellence, accountability and innovation
  • Proactively and effectively communicate across the Service organization and cross-functionally as the face of the Services
  • Oversees the personnel of the Service organization (i.e., hires, mentors, coaches, appraises, rewards, motivates, disciplines, develops, and recommends termination as necessary)

  • Own financial forecasts with respect to realization of delivery revenue and margin
  • Own the accuracy and delivery of project and financial forecasting
  • Establish, monitor and deliver reports regarding KPIs, delivery compliance, metrics and measurements underpinning project health
  • Builds positive working relationships/partnerships with Sales, Customers, Product and Operations
The benefits to a career at Routematch:
  • Excellent medical, dental, vision and disability insurance plans
  • Matching 401k
  • Beautiful office space in a vibrant midtown location right off 75/85 with a free gym
  • Paid parking or public transportation reimbursement
  • Strong culture of family, working together and promoting from within

Experience and skills required for success:

  • Bachelor's degree in business or technical track
  • 10+ years of experience in client satisfaction / success role in a software services delivery organization
  • 5+ years of management experience
  • Experience running a P&L
  • Demonstrable experience of resource planning and optimization; revenue recognition and EBITDA budgeting and action planning resulting from actively managing budgets, costs and performance
  • High level of knowledge of project management and software development practices and principles
  • Excellent process planning, time management, communication, decision-making, presentation, organization, and interpersonal skills
  • Strong process development and management skills with proven organizational re-engineering experience utilizing industry best practices
  • Inclusive leadership style that solicits and is receptive to input from team members but is also decisive once inputs are obtained
  • Uses ethical principles to guide decisions and actions; demonstrates honesty and integrity in managing people and resources; and treats others with respect, fairness, and concern for their welfare
  • Effectively applies broad, in-depth, and up-to-date knowledge of pertinent management, technical, business, and professional issues
  • Ability to quickly develop and maintain a high level of knowledge of software products and remain expert on current product knowledge both from an internal and from a user perspective
  • Able to effectively recruit, hire, train, manage, motivate, and develop staff
  • Effectively develops and uses a systematic approach to analyze and solve problems. Acts proactively to anticipate risks and seeks to mitigate them before they occur. Visualizes the big picture and effectively identifies key issues and designs harmonious and effective solutions.
  • Demonstrates excellent written and verbal communication skills. Listens effectively, transmits information accurately and understandably, and actively seeks feedback. Effectively presents and explains information to various group sizes and levels of knowledge.
  • Adapts to changes in the work environment, manages competing demands and deals with frequent change, delays or unexpected events
  • Prioritizes and plans work activities, uses time efficiently and develops realistic action plans
  • Handles confidential and sensitive information and records with a high degree of discretion, diligence and good judgment
  • Ability to travel up to 25%
  • Ability to work in a high-volume environment; very fast paced and demanding in terms of workload
  • Takes ownership to ensure positive customer outcomes
  • Understands customer priorities and acts with urgency by taking initiative
  • Provides the best talent with the right tools and competencies by knowing how our business and how higher education works
  • Upholds the company standard to exhibit integrity consistently and is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate, timely, and helpful manner
  • Delivers customer-focused solutions while being flexible and by being relentless and versatile
  • Promotes a one team approach across all organizational boundaries
  • Demonstrated leadership qualities including a proven track record of gaining the respect of others
  • Excellent communication and collaboration skills; ability to communicate effectively with peers, directs and other teams around the world
To learn more about Routematch, visit http://www.routematch.com
Routematch is firmly committed to Equal Employment Opportunity (EEO) and to comply with all Federal, State and local laws that prohibit employment discrimination on the basis of age, race, color, gender, national origin, religion, disability, protected veteran status and other protected classifications. This policy applies to all employment decisions including, but not limited to, recruiting, hiring, training, promotions, pay practices, benefits, disciplinary actions and terminations.
As a government contractor, Routematch is also committed to taking affirmative action to hire and advance minorities and women as well as qualified individuals with disabilities and covered veterans.

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