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Director of Customer Success

Company Overview

May Mobility, Inc. is an autonomous vehicle startup located in Ann Arbor, Michigan that deploys fleets of driverless vehicles for enterprise customers. Launched in 2017 with a strong team of experienced engineers, May Mobility is entering into an exciting phase of growth for the company where we are launching our first fleets for customers. 

Job Summary

To ensure the highest level of customer satisfaction with our driverless fleet services, May Mobility is looking for a Director of Customer Success  to support our team as we launch into our first driverless vehicle fleet pilots, and to grow a team as we scale our operations. This role will report directly to the Chief Operating Officer and will be key in helping May Mobility achieving product market fit.  This role will be responsible for setting customer pipeline and product feature strategies for the executive team.

Responsibilities and Duties

  • Ensure successful completion of May Mobility’s pilots and guide for conversion to full deployment contracts
    • Liaise between customer and product development team to ensure all transportation needs are satisfied during pilot
    • Act as single point of contact during pilot programs
  • Own the ultimate success of May Mobility’s customers, including customer onboarding, deployment success, retention, and renewal
    • Hire and manage on-site support staff for each deployment
    • Act as project manager with local team to insure smooth kick off of new deployments including securing office space, charging and garage spaces, coordination with local municipalities
    • Co-manage field application engineers when they are on site for new site kick off
      Identify and develop new opportunities for expansion across the customer’s transportation needs 
    • Develop a strong understanding of the customer’s business and use cases
    • Enlighten customers with learnings captured from their own ridership and utilization data
    • Handles urgent customer concerns and escalates internally when necessary
  • Work with CTO to plan engineering tasks based on customer priorities
    • Ensure proper prioritization of new features based on customer demand
    • Own the escalation process for product improvement

Qualifications and Skills

Required

  • 5+ years in a customer facing role for an enterprise solution
  • Ability to understand customer requirements, identify expansion opportunities
  • Excellent verbal and written communication skills, professionalism
  • Team player with the highest level of integrity
  • Persistence to build relationships where none exists
  • Ability to multi-task and prioritize
  • Strong technical aptitude and ability to learn
  • Travel expectations up to 75%

Desired

  • Experience with novel mobility solutions
  • Engineering or technical background
  • Operations experience

 

 

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