Customer Operations Service Manager – West Coast

About T2 Systems

T2 Systems is the largest parking, mobility, and transportation provider in North America, with more than 25 years in the parking management industry and currently serving thousands of parking professionals. We integrate the best people, processes, and technology to provide powerful, high performance, and secure parking solutions. T2 Systems is headquartered in Indianapolis, Indiana with its Canadian office located in Burnaby, BC.

We didn’t become an industry leader by chance – we push the envelope to provide more innovative and advanced solutions for our customers. Which wouldn’t be possible without employees who strive for success, work together, and are hungry to learn, grow, and lead.

If you are looking for a new opportunity, we invite you to apply and talk about the possibilities of starting a rewarding new chapter of your career!

Job Summary

Do you have a passion for operations? Are you energized by working with customers directly to help them find solutions to their operational needs? Are you motivated by building strong internal and external relationships that translate into true success for customers? Do you enjoy interfacing with all areas of the business as an advocate for customers and their needs? Are you not afraid to jump into the weeds and help a customer fix issues and problems in real time? The Customer Operations Service Manager position at T2 may be for you. This particular Customer Operations Service Manager will be focused on our West-Coast customers, initially in the Southern California area.

The Customer Operations Service Manager position is a critical, customer-facing role with hybrid responsibilities centralized on the day-in-day-out operational success of some of our most operationally complex customers. Part of T2’s Operations, this role works alongside almost all other aspects of the business such as Support, Project Management, IT, Engineering, and Account Management to provide a holistic one-stop customer relationship position focused on the customer’s success in their regular operations of T2’s solutions.

Employees in this role have the unique ability to build lasting business relationships with a small number of named accounts for which they will be responsible for the customer’s overall operational success – learning the customer’s business needs and constantly adapting T2 operationally to those needs.

This role’s hybrid approach allows for a more customized and streamlined approach to our customer’s day and day out needs than a traditional account management or support role. For example, on the internal operations side, the ideal candidate in this role would go from working with support on customer issues, to coordinating upgrades and deployments of T2’s software with our Engineering and IT teams. On the external operations side, the ideal candidate will effortlessly move from contacting our customer’s end users on their behalf to assist with needs, while consistently looking for ways to provide operational efficiencies and values in T2’s solution and escalating to T2’s Product Management. Simply put, this role is truly the liaison of T2’s operations to the customer, blurring the operational lines of the traditional customer relationship to ensure fast, efficient, and highly skilled operational support for some of T2’s most operationally complex and forward-thinking customers.

As T2 grows the needs for this role, the ideal candidate will help us build out new services, requirements, and processes around this role to help provide even more tailored operational support for our customers.

Responsibilities

• N Maintains working knowledge of regulatory compliance requirements at a state, regional, and federal level that may be unique to the customer and advocates and communicates to product management and the T2 organization of these changes.
• Works with the technology roll-out team to ensure successful upgrades of products.
• Communicates and coordinates with various T2 departments to become the voice of the customer’s operations – providing detailed use cases, requirements, and escalations.
• Documents and records customer operations, change management, and issues in T2’s business systems to comply with all T2 and customer processes.
• Communicates upcoming changes and enhancements to T2 solutions with the customer, making them aware of new features and functionalities.
• Facilitates customers operations of T2 software and hardware, including working within the T2 software as an extension of the customer when necessary.
• Provides testing and validation of T2 solutions on a regular basis against customer’s operational requirements.
• Holds T2 accountable for customer agreed upon SLAs and tracks various KPIs and operational metrics.
• Works closely with the project and implementation teams on new features, functionalities, and products – acting as a liaison to project management and implementation.
• Coordinates customer testing and test environments for new features, functionalities, or customer proposed changes to operations of T2 solutions.
• Operates as a Tier 1-2 support liaison for the customer and escalates and communicates on behalf of the customer to T2 Support as necessary.
• Works with the customer to fully understand their operations, day in and day out processes, metrics, and goals.
• At the very minimum, quarterly onsite visits to customers’ location. Likely at the onsite of a new customer, monthly visits will be required.
• Provides training on T2 software and solutions specifically directed to the customers’ operations.
• Communicates with the customer’s end users when necessary to drive operational success and business outcomes.
• Develops a strong working relationship with all aspects of the customers operations – from leadership to front line staff.

Education and Qualifications

• Knowledge and experience of Salesforce and Monday.com is preferred.
• Solutions training and public speaking experience a plus, but not required.
• Established experience in municipality operations a plus, but not required.
• Associate degree (AA), Bachelor’s Degree (BA/BS) in related field (Business or Technology); and a minimum of two (2) years in customer facing roles, or relevant experience in lieu of a degree
• At least (2) years of experience in software solutions or business process outsourcing.
• At least (2) years of experience interacting with and supporting end-users.
• Strong, vibrant, and energetic communication style – both written and verbal.
• Established experience in customer transportation or parking offices a plus, but not required.

Work @ T2 Systems

• Snacks & Drinks: Working smart works up an appetite, and we’ve got you covered. Our offices are fully stocked with snacks, fresh fruit, coffee, tea, soda, and beer on tap.
• Health & Wellness: We offer competitive medical, dental, and vision coverage, health spending accounts, and health and wellness education sessions. Because your well-being is important to us.
• Retirement Plans: As a forward-thinking company, we see the value in planning for the future. So we help you plan for yours with 401(k) (US) and RRSP (Canada) plans with employer match.
• Open Communication: In addition to having regular “state of the company” updates, our leadership team’s doors are always open – including our CEO – because winning as a team starts at the top.
• Work-Life Balance: We understand that burnout is real and that work-life balance is important. Which is why we offer 3 weeks paid vacation upon starting, as well as flexibility to work remotely.
• Events & Activities: Part of having a good work-life balance is having fun, which we love to do! Whether it’s a party, a potluck, or a game of ping pong or foosball, we know how to have a good time.

Amazing people to work with!

We invite all qualified candidates to apply. Please note, you must be eligible to work in USA to be considered for this role. We thank everyone for their interest; however, only successful applicants will be contacted.

T2 values diversity and is committed to building a workforce comprised of individuals with different backgrounds, experiences, and identities. Equal Employment Opportunity has been, and will continue to be, a fundamental principle at T2, where employment is based upon capabilities and qualifications without discrimination because of race, color, religion, sex, age, national origin, disability, veteran status, genetic history, sexual orientation, or any other protected characteristic as established by law. We strive to create an inclusive culture that empowers individuals to thrive, try new things, and grow together as one T2.