Bestpass

Customer Success Manager

• Lead, coach, and develop a team of Mid-Market CSMs to deliver exceptional service and value to our customers.
• Conduct regular 1:1s with CSMs focused on strategic account planning, performance evaluation, skill development and professional growth.
• Work with Customer Success leadership to ensure CSMs are equipped with playbooks, best practices, and processes that support customer health and retention.
• Guide your team in developing trusted-advisor relationships with key customer accounts.
• Resolve and manage the resolution of challenging escalated client requests and/or complex account demands.
• Partner with customer success leadership to improve tools, workflows, and reporting that enhance team effectiveness.
• Ensure CSMs effectively evaluate client datasets and coach team on turning data into insights and actionable recommendations.
• Join key customer business reviews focused on recommendations for program optimization and opportunities to expand the business.
• Collaborate with Sales, Marketing, Product, and Support to ensure a unified customer experience and successful delivery of customer outcomes.
• Ensure Mid-Market team attainment of both performance and activity-based goals on a quarterly basis and proactively engage resources available to guide team in achievement of them.

Manager, Mid-Market Customer Success

• Develops trusted advisor relationships with key accounts and customer stakeholders.
• Resolves, escalates, and manages the resolution of challenging client requests and/or complex account demands.
• Assesses customer needs, identifies customer requirements, and develops cohesive plans that improve the customer’s adoption of the Fleetworthy program to the mutual benefit of the customer and Fleetworthy.
• Evaluates client data such as revenue, violation, bypass and toll usage, to prepare relevant and accurate reports and implement action plans as needed.
• Schedules and prepares regularly occurring customer business reviews to set objectives, provide recommendations for program optimization and identify shortfalls in customer engagement.
• Continually seeks and communicates improvements to enhance customer satisfaction.
• Collaborates with the marketing and sales departments to brainstorm new campaigns and obtain Customer Reviews.
• Solicits customer feedback to inform new concepts for products/services; collaborate with the sales team to find new opportunities for account growth.
• Ensures attainment of both performance and activity-based goals on a quarterly basis and proactively engages resources available to achieve them.

Mid-Market Customer Success Manager

• Develops trusted advisor relationships with key Enterprise-level accounts and customer stakeholders.
• Resolves, escalates, and manages the resolution of challenging client requests and/or complex account demands.
• Assesses customer needs, identifies customer requirements, and develops cohesive plans that improve the customer's adoption of the Fleetworthy program to the mutual benefit of the customer and Fleetworthy.
• Evaluates client data such as revenue, violation, bypass and toll usage, to prepare relevant and accurate reports and implement action plans as needed.
• Schedules and prepares regularly occurring customer business reviews to set objectives, provide recommendations for program optimization and identify shortfalls in customer engagement.
• Continually seeks and communicates improvements to enhance customer satisfaction.
• Collaborates with the marketing and sales departments to brainstorm new campaigns and obtain Customer Reviews.
• Solicits customer feedback to inform new concepts for products/services; collaborate with the sales team to find new opportunities for account growth.
• Ensures attainment of both performance and activity-based goals on a quarterly basis and proactively engages resources available to achieve them.

Enterprise Customer Success Manager

Security Engineer

• Define, maintain and evolve a risk-based security strategy and roadmap aligned to business objectives.
• Lead formal risk assessments, maintain a risk register, and prioritize remediation by business impact and likelihood.
• Translate risk decisions into measurable security initiatives and KPIs.
• Own end-to-end ISO 27001 and SOC 2 programs and ensure timely completion of annual audits (internal and external).
• Coordinate audit planning, evidence collection, remediation tracking, and auditor liaison.
• Maintain policy acceptance and staff compliance using our GRC platform. Drive attestations, exceptions, corrective actions, and reporting.
• Prepare readiness assessments, internal audit schedules, and continuous monitoring to maintain certification and attestations.
• Create, revise and operationalize security policies, standards and procedures to ensure they are functional, enforceable, and compliant with ISO 27001, SOC 2 and applicable laws/regulations.
• Serve as the company’s primary internal and external representative for security concerns, events, and incident response activities.
• Mentor, and grow security team members; set clear objectives and career development plans.
• Own budgeting and sourcing of security tools and services.

Security Manager

Account Executive

• Prospects, qualifies and generates sales to achieve monthly/quarterly sales quotas
• Research and contact prospects to identify key contacts, qualify, and drive leads through the sales pipeline
• Engages prospects through consultative sales practices & programs identified by Sales Management
• Identifies and closes additional purchases of products and services
• Works closely with Customer Services
• Engages in technical discussions with potential clients through demonstrations and presentations
• Remains knowledgeable and up-to-date on changes and developments in Bestpass's scope of business
• Keeps management informed of all activity, including timely preparation of reports
• Knowledgeable on Bestpass products and services as well as customer needs and requirements
• Team with other associated sources where opportunity may exist to build a network

Account Executive – Small Market

Solutions Engineer

• Conduct engaging product demonstrations and technical presentations to showcase solutions for potential and existing clients.
• Elevate technical discussions with potential and existing clients, articulating complex concepts in a clear and concise manner.
• Partner with sales teams to identify customer needs and develop tailored sales strategies.
• Define and articulate the value proposition of specific product portfolios.
• Own ROI modeling and financial impact narratives during sales cycles.
• Educate sales and account management teams on successful sales approaches and objection handling.
• Develop sales tools and materials to support effective positioning of products.
• Lead sales training and coaching sessions as a Fleetworthy SME.
• Develop and maintain ROI calculators, CSA data analysis tools, and vertical-specific discovery frameworks to empower the sales team.
• Assist with customer onboarding and deployment of solutions.
• Provide technical support and address customer inquiries as part of the sales process.
• Collaborate with cross-functional teams to ensure smooth customer experience.
• Stay updated on industry trends and competitive landscapes.
• Provide feedback on product improvements and market opportunities.
• Participate in industry events and conferences.
• Provide Industry thought leadership through webinars, blogs and online posts.

Sales Solutions Engineer

• Manage the assigned territory and deliver closed deals against an assigned quota.
• Create and execute a plan for building a pipeline and selling into enterprise fleets of 150 or greater vehicles / drivers.
• Identify and build relationships with new prospects highlighting the how our product and services can meet their needs.
• Define and position the value of Fleetworthy software, products, and services with both over-the-road and service fleets.
• Assist customers in building business case justification for the purchase of Fleetworthy software and services.
• Meet and exceed established goals, timelines, and quota.
• Maintain an accurate record of results in our Salesforce.com database.
• Accurately forecast your sales activities and pipeline on a monthly and quarterly basis.
• Work with Account Management, Customer Success, Operations, and Support to ensure complete customer satisfaction.
• Ensure relationships with key decision-makers for accounts and prospects are continuously developed and nurtured.
• Travel when necessary (up to 50%).

Client Account Executive

Platform Engineer

• Develop and maintain platform tools for deployment and automation of data products.
• Partner with value stream teams to adopt Data Mesh principles, enabling them to own and scale their data products.
• Design and optimize ingestion and transformation pipelines and jobs using SQL, Python, and PySpark.
• Apply infrastructure-as-code (e.g., Terraform) to automate platform provisioning.
• Contribute to and improve CI/CD workflows for data pipelines and platform services.
• Ensure our data platform is reliable and efficient at scale.
• Collaborate across our distributed team to continuously improve platform reliability, performance, and cost-effectiveness.

Data Platform Developer

Systems Engineer

• Administer Windows and Linux systems across on-prem and cloud environments.
• Support and maintain virtual infrastructure including VMware ESXi and vCenter.
• Manage system patching, updates, backups, and performance monitoring.
• Maintain user account provisioning, deprovisioning, and RBAC controls.
• Support daily operations in AWS and/or Azure environments (e.g., EC2, IAM, VPC).
• Operate and maintain system monitoring and alerting tools.
• Document systems procedures and support onboarding/offboarding.

• Develop and execute strategic email campaigns and outreach sequences (personalized and automated).
• Build and optimize workflows using our Customer Success platform.
• Analyze account data to generate customized insights for clients at scale and prioritize actions.
• Facilitate one-to-many engagement efforts (webinars, office hours, etc.).
• Collaborate cross-functionally with Product, Sales, Marketing and Support to drive customer value.
• Engage with customers 1:1 where appropriate to drive product adoption, expansion opportunities or resolve escalated issues.

Operations

• Process existing customers toll and violations data as needed
• Continually seek process improvement and efficiencies and communicate ideas and suggestions
• Update existing SOPs as needed; collaborate on the creation of SOPs for new and evolving processes
• Research and troubleshoot issues, occasionally in collaboration with toll agency partners and cross-functional internal teams.
• Leverage Salesforce CRM for internal and customer communications
• New accounts setup

Support Operations Coordinator

Customer Support

• Serve as the first point of contact for customer inquiries via phone, chat, and email, ensuring clear, professional, and empathetic communication. across our industry-leading product suite
• Investigate and resolve customer issues, including billing questions, exercising sound judgment to determine when to resolve independently and when to escalate.
• Maintain and update customer accounts in our proprietary internal platforms and CRM software with accuracy and attention to detail.
• Collaborate with peers and internal partners to deliver timely resolutions and a seamless customer experience.
• Contribute to team initiatives by sharing feedback, mentoring newer colleagues, and actively participating in continuous improvement efforts.

Customer Service Representative

Implementation Specialist

• As an Implementation Specialist, you’ll play a vital role in setting new customers up for success by delivering services that enhance road safety and streamline back-office operations. By guiding clients through a seamless onboarding process, you’ll help them unlock the full potential of their fleet operations, building strong partnerships and ensuring their long-term satisfaction.
• New Account Implementation: Collaborate with clients to understand stakeholder expectations and fleet operations while forming relationships with key team members. Gather and organize data required for Fleetworthy services. Set up new customer accounts.
• Client and Internal Collaboration: Partner with the sales team to align purchased services with client needs. Coordinate with third-party partners, vendors, and agencies to establish client and Fleetworthy access. Work with internal operational teams to ensure alignment on client expectations and service delivery.
• Account Management and Communication: Ensure services and billing are initiated promptly. Document and participate in client meetings and conference calls. Respond promptly to customer and internal communications, ensuring requests are addressed effectively. Proactively communicate with clients to gather information and provide account updates.
• Process Development and Maintenance: Support the creation and maintenance of documented procedures for implementation processes. Provide input on project estimates and timelines. Maintain current work-in-progress records and archives.