Key Notes
UK transport operators and authorities form this customer-success portfolio, spanning onboarding, reviews, training, escalations, adoption risks and account-growth signals. Masabi lists customer-facing experience and the ability to explain technical subjects clearly; public transport experience is optional and training is offered. UK-remote work includes Bournemouth or London office visits a few times per quarter, with candidates near those offices preferred.
What You'll Work On
- Own a portfolio of UK transport operator and authority accounts, covering day-to-day service and longer-term outcomes from Masabi products.
- Resolve queries, complaints and escalations through final response, working to service-level agreements and coordinating the appropriate Masabi teams.
- Guide new customers through onboarding and deliver system training, service reviews, demonstrations and workshops online or in person.
- Analyse product usage and customer feedback to identify adoption risks, account opportunities and issues requiring Product, Engineering or Support action.
- Bring customer evidence into Masabi product discussions and progress identified account growth opportunities with the responsible Account Managers.
Why This Role Matters
- UK transport operators and authorities need continuing value from Masabi’s products; onboarding, service reviews and resolved escalations support adoption and help retain those customer relationships.
- Masabi’s Product, Engineering, Support and Account Management teams receive risks and opportunities identified through usage data and customer feedback, informing product improvements and account-growth discussions.
What They Are Looking For
- Experience: Customer success, account management, customer service or other customer-facing experience is sought; software or technology-product experience is preferred.
- Technical: The role expects some experimentation with AI tools; professional AI experience is not expected.
- Preferred: Public transport, ticketing or mobility experience is advantageous.
- Preferred: Hands-on experience with CRM or service-desk tools such as Salesforce, HubSpot or Zendesk is advantageous.
- Preferred: Public-sector customer experience, including reporting and procurement expectations, is advantageous.