Senior Manager Fleet Customer Success

As a Senior Manager Fleet Customer Success at Routematic, you will play a crucial role in managing key fleet customers, ensuring smooth delivery of commute services, and driving high levels of customer satisfaction. You will be the primary point of contact for client stakeholders, collaborating with internal operations and helpdesk teams to ensure seamless communication, service excellence, and operational efficiency. **Key Responsibilities:** - Own end-to-end customer relationship management for assigned fleet clients. - Act as the primary escalation point for client stakeholders, ensuring service delivery within agreed SLAs. - Collaborate with internal operations and helpdesk teams to ensure smooth execution of daily fleet activities. - Monitor and report on customer satisfaction, fleet performance, and SLA adherence. - Lead client reviews, governance calls, and periodic business reviews. - Identify and resolve operational challenges proactively, ensuring minimal disruption in services. - Drive process improvements, automation, and best practices for better customer experience. - Support client onboarding, pilot runs, and demos at city/account level. - Mentor and guide the operations/helpdesk teams on customer-first practices. - Ensure compliance with safety standards, transport regulations, and client policies. **Qualifications:** - MBA / Bachelor's degree with 8-12 years of relevant experience. - Strong background in Customer Success, Fleet Operations, or Service Delivery (mobility/transport industry preferred). - Proven ability to manage enterprise clients and large-scale fleet operations. - Experience in managing cross-functional internal teams (operations, helpdesk, vendor partners). - Excellent communication, presentation, and stakeholder management skills. - Analytical mindset with ability to interpret data and drive decisions. - Strong problem-solving and conflict management abilities. At Routematic, we are committed to delivering safe, efficient, and reliable commute experiences for our clients. Join us in our mission to drive customer satisfaction and operational excellence in the employee transportation and mobility solutions industry.,