Customer Success Engineer

About Optibus:

Optibus is a unified software platform revolutionizing public transportation planning, scheduling, and operations in over 7,000 cities worldwide. Using AI, ML, and optimization algorithms, it empowers agencies to design more efficient, equitable, and sustainable transit networks, enhancing passenger access, reducing emissions, and improving driver conditions. With offices globally and a team of 350+ employees, Optibus fosters a collaborative culture centered on innovation, determination, and impact. As the first unicorn in public transportation technology, Optibus is driving the modernization of mass transit to make it the preferred choice for cities and passengers alike. 

About the position: 

We are looking for an Implementation Engineer to join our global Customer Success team Based in Madrid, this person will play a key role in onboarding of new clients, supporting them in achieving their initial desired value from the Optibus platform. Operating within a global team but alongside regionally-focused Implementation Engineers, Customer Success Managers and Project Managers, this person will report to the local Head of Implementation, ensuring our local portfolio of clients is reaching the initial value they seek and training them on the Optibus suite of products 

Responsibilities: 

• Relationship building:

This person will act as a trusted advisor when it comes to the usage of the Optibus products, building strong relationships with clients, users and internal decision makers to ensure clients are happy and thriving  

• Client Mapping: 

Understanding and managing clients' organisational structures to ensure mutual goals are accomplished on time and risks are mitigated and addressed. 

• Project Management: 

Working alongside the PMO, you'll be responsible for ensuring the implementation cycle is followed in a timely and effective manner, in addition to adhering to the project scope, established as a first stage of the onboarding process.

• Voice of the Customer:

Act as an "ambassador" for Optibus within client organisation but also acting as a client "ambassador" at Optibus: collecting and analysing feedback to incorporate it into strategic insights, managing internal escalations with the relevant technical counterparts, etc. 

• Preference Gathering and Configuration:

Work very closely with clients and internal teams including but not limited to Project Managers, R&D, Product and Solutions Architects, to define clients' requirements and translate those to platform configurations.

• Proven experience and measurable success in client-facing roles within SaaS (ideally vertical), with either B2B and/or B2G experience. 
• Proven track record of building strong relationships within a client portfolio with their technical and non-technical teams. 
• Experience managing time-based projects and strong prioritisation skills. 
• Outstanding verbal and written communication skills in English and Spanish (fluency in Portuguese, German, or Italian is very desirable). 
• Proven experience of adaptability in fast-paced start up/scale up environments. 
• (Very) nice to have: experience in transit, public transportation, CAD/AVL, and/or ITS. 
• Please submit your CV in English for consideration

Optibus is proud to be an equal opportunity employer. We hire talented individuals, regardless of gender, race, ethnicity, ancestry, age, disability, sexual orientation, gender identity or expression, cultural background, religious beliefs, or any other characteristic protected by federal, state, or local laws. It is our responsibility at Optibus to provide an inclusive and accessible interview experience for all. We will provide reasonable accommodations for all candidates in need of individualised support during the hiring process.

Interview process: 

• Initial screening with Talent Acquisition team
• Manager Interview with Regional Head of Customer Success Engineering
• Immediate Team fit with Senior Customer Success Engineer & Customer Success Engineer
• Panel Interview with Regional Head of Customer Success Engineering, Senior Customer Success Engineer, 2x Customer Success Engineer(s)
• HR call 
• Reference check
• Offer