Technical Account Manager

At Lyft, our mission is to improve people’s lives with the world’s best transportation. Imagine cities where streets are safe, communities thrive, and personal cars are a thing of the past. We envision a future where shared and active transportation modes are the norm, fostering vibrant, connected neighborhoods.

As a leader in micromobility, Lyft powers millions of rides daily across over 200 cities with our cutting-edge ride-sharing, bike-sharing, and scooter-sharing technologies. Our Montreal office is the birthplace of North America's first automated bike-share system, Bixi, which has since revolutionized urban mobility. Today, our pioneering system is operational in more than 50 cities worldwide, including Barcelona, Bogota, Boston, Buenos Aires, Chicago, Dubai, London, Madrid, Mexico City, Montreal, New York, Rio de Janeiro, San Francisco, and Washington DC, to name just a few. Join us and be part of the team behind some of the world's largest and most successful bike-share systems!

Lyft is looking for a Technical Account Manager to help us scale. The TAM is responsible for building and maintaining strong relationships with our key customers. They serve as their dedicated technical point of contact, providing personalized support, and ensuring their success with our product. They will collaborate closely with internal teams to address customer needs, provide technical guidance, and advocate for the customer within our organization. 

The TAM is a highly organized and detail-oriented individual, able to manage multiple projects and priorities effectively. Additionally, they will possess excellent communication and interpersonal skills, able to build strong relationships with internal and external stakeholders at all levels of an organization. Finally, the candidate has technical knowledge and the ability to understand and troubleshoot technical issues.

This TAM earns each customer's respect and trust through knowledge and understanding of service delivery. Able to communicate clearly and effectively to both technical and business audiences.

Responsabilities:

Delivering bike share systems:

• Manage the delivery and commissioning of new bike share systems, as well as expansions of existing systems.  You will need to engage with and drive initiatives across Sales, Product Management, Hardware and Software Engineering, Supply Chain, Marketing, and other areas of PBSC
• Regularly engage with the customer to ensure fluid communication and collaboration on the delivery of their bikes share system, and onboard them into the PBSC family
• Measure project progress, communicate clear updates and anticipate risks and resource requirements

Ensuring the customer can successfully operate their system:

• Be the main point of contact for your customers and mobilize the organization to “super serve” them
• Ensure a high level of agility and responsiveness by being proactive in addressing and resolving problems
• Master all the products and services of the organization, so that your customers have access to the solutions and advice that best meet their needs, while respecting PBSC’s product and service offering
• Help customers define their requirements, keep track of their orders, and maintain and/or grow their systems
• Deliver customer feedback to relevant teams to improve the customer journey and improve our products and services

Experience:

• Fluent in English and French.  Proficiency in other languages is an asset
• Bachelor’s degree in Project Management, Engineering, Computer Science, or Business Administration
• At least three (3) years engaging and collaborating with customers in a B2B or B2G environment
• Experience leading cross-functional teams to deliver complex projects, ideally involving hardware and/or software systems
• Ability to communicate at all levels of the organization, from Engineer to C-Level
• Excellent organization, planning skills, and attention to detail
• Willingness to learn PBSC’s product and service offering in depth
• Available and able to travel internationally for stays of 2 to 4 weeks 4 to 6 times a year

Benefits:

• Comprehensive health, dental, and vision insurance plans, including family coverage
• Life insurance and disability benefits
• Mental health support programs
• Healthcare Spending Account (HSA)
• Fertility and family-building support
• Complimentary lunch, snacks, beverages, coffee, and tea in our offices
• Additional holidays (13 in 2024, 5 more than the legal requirement)
• 15 days of paid time off, with an extra day for each year of service, up to a maximum of 25 days
• 4 floating holidays per year
• 10 paid sick days annually
• Occasional company-wide recharge days (5 in 2024)
• Up to 18 weeks of fully paid parental leave, subject to certain conditions, for biological, adoptive, and foster parents
• And other special benefits related to our services

Lyft proudly pursues and hires a diverse workforce. Lyft believes that every person has a right to equal employment opportunities without discrimination because of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability, pardoned record of offences, or any other basis protected by applicable law or by Company policy.  Lyft also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.  Accommodation for persons with disabilities will be provided upon request in accordance with applicable law during the application and hiring process.  Please contact your recruiter now if you wish to make such a request.

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Last updated on Aug 19, 2024