Customer Operations Service Manager (Los Angeles, US)

Customer Operations Service Manager (Los Angeles, US)

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 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 customers' day-to-day 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

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

Education and Qualifications

  • Associate degree (AA), bachelor’s degree (BA/BS) in a 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 interacting with and supporting end-users.
  • At least (2) years of experience in software solutions or business process outsourcing.
  • Solutions training and public speaking experience are a plus but not required.
  • Strong, vibrant, and energetic communication style—both written and verbal.
  • Established experience in customer transportation or parking offices is a plus but not required.
  • Established experience in municipal operations is a plus but not required.
  • Knowledge and experience of Salesforce and Monday.com are preferred.

With your explicit consent which you provided as part of the application process, we will retain candidate personal data solely for the business purpose for which it was collected. In no event will we retain such data more than two (2) years following the closure of the recruitment process relating to the role for which you applied or in the event other related job opportunities arise within the company. Verra Mobility Applicant Privacy Notice

T2 Systems is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

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