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Program Success Manager



Customer Service
Multiple locations
Posted on Wednesday, June 26, 2024

About us:

Drivewyze is more than just a tech company – we are a connected truck solutions leader that is revolutionizing safety and sustainability in commercial vehicle transportation. We are committed to bettering the experience of drivers, fleets, and public agencies towards a vision of zero crashes, zero fatalities and a sustainable transportation system.

Our technologies, our expertise and our cultivated partnerships with proven technology providers enable us to create the most advanced safety and security enforcement systems available in the marketplace today. Our agency solutions support Department of Transportation (DOTs) and Commercial Vehicle Enforcement agencies with smart infrastructure and software solutions that enable transportation safety programs.

We are on a mission to revolutionize highway safety and efficiency and we are looking for great talent to be part of our success story!

About the Role:

The Program Success Manager (PSM) is our customer-facing champion responsible for ensuring the success and growth of our Smart Roadway’s programs with government agencies. The foundation to this success is the establishment and nurturing of customer relationships while delivering world-class customer service. Our mantra is to delight our customers as we partner with them on a mutual goal to improve transportation safety and efficiency. PSMs must understand the value of our offerings and communicate the benefits of the services we deliver to our customers. Program success includes building and maintaining long-term relationships with executive sponsors, decision-makers, and program stakeholders to reinforce the value and sustainability of our partnership with government agencies. A key focus of this role is to understand needs, goals, and pain points, and provide solutions through a consultative sales process as a trusted advisor to our customers. Key outcomes for this role include customer satisfaction, contract renewals, and the addition of new services to existing programs to meet customer needs.

Location: Remote

Report to: Vice President, Government Experience

Job Accountabilities:

  • Lead the onboarding and service implementation experience with assigned customers. This includes participating in kick off meetings, conducing training and fostering an exceptional customer experience as the primary point of contact.
  • Establish and maintain strong and trusted relationships with agency contacts (project or program managers, executive sponsors, stakeholders).
  • Effectively deliver in-person and online presentations that convey the value of our solutions.
  • Monitor and analyze account performance and customer satisfaction metrics.
  • Identify and pursue new opportunities for cross-selling and upselling of our products and services.
  • Develop and execute account strategies to maintain and grow revenue and retention.
  • Conduct regular business reviews with customers and members of the Government Experience and sales leadership teams.
  • Achieve retention and cross sales and expansion targets consistently.
  • Collaborate with Marketing, Product Management, and other cross-functional teams to refine product and outreach, fostering a positive customer experience.
  • Stay update to date on the latest industry trends, best practices, and competitive landscape.

Job Requirements:

  • Demonstrated success in establishing and cultivating strong customer relationships in a B2B software company, Department of Transportation (DOT), or Commercial Vehicle Enforcement agency. Experience working with or supporting TSMO programs and solutions is an asset.
  • Bachelor’s degree in business administration, computer science or related field.
  • Excellent communication, interpersonal, and leadership skills, with the ability to collaborate effectively with diverse stakeholders at all levels of the organization.
  • Self-motivated, detail-oriented, and able to work independently.
  • Deep domain knowledge of the trucking industry, including familiarity with industry regulations, market dynamics, and operational challenges.
  • Knowledge of Departments of Transportation (DOTs) and Commercial Vehicle Enforcement agencies.
  • Proficiency in Microsoft Office Suite and other CRM and sales systems.

Not sure if you qualify? Consider applying anyways!

We understand great talent may come from a variety of workplace experiences and backgrounds. A better future depends on new and diverse voices at the table. We'd love to hear from you!

By joining us you will enjoy:

  • Great people to work with in an inclusive and collaborative culture
  • Flexible work options
  • Open vacation program with unlimited vacation days
  • Competitive compensation package, including benefits and employee stock options
  • Opportunities to make your mark, experience growth, professional development and advancement within the company
  • Employee recognition and referral programs
  • Social initiatives- virtual games and contests, pickle ball, basketball, ping pong, foosball, darts, you name your game!

Work with us because you believe in what we do.

Want to be part of a team whose mission is to save lives by reducing commercial transportation fatalities? How about being part of a tech company that continues to disrupt industry with new ideas?

Although technically, we have been in business for almost 20 years, we are proud to have maintained a start-up feel with each team member acting like owners modeling our values:

  • Create Exceptional Experiences. Think like a customer, colleague, partner, and stakeholder. Strive to go above and beyond and have a positive impact on others.
  • Drive to Succeed. Be purposeful and accountable. Persevere through challenges and seek ways to enable success. Operate with speed, agility, and excellence.
  • Empower and Lead. Take the initiative and be proactive. Identify problems quickly and help tackle them. Have a voice, share ideas and give constructive feedback. Encourage others to do the same.
  • Disrupt Creatively. Be curious, explore ideas without bias, and fearlessly try new things—Foster innovation with diversity of thought. Merit ideas, not titles, and learn from failure.
  • Cultivate Relationships. Build credibility and influence with integrity, honesty, and commitment. Seek win-win outcomes and lead with transparency and high ethical standards.
  • Raise the Bar. Continually improve and grow. Build for the future, develop capability, and help others to learn. Take risks and aim high. Don’t iterate when you can change the game.
  • Play as a Team. Navigate with genuine care, respect, and inclusiveness. Create momentum through time-saving collaborative partnerships. Celebrate successes and have fun.

Our Journey and Culture

As an organization, our innovative and collaborative culture is woven into the fabric of our DNA and seen through our interactions with one another. Our teams work together to solve problems that have a real-world impact, with all voices being heard at the table, and we believe respectful and inclusive idea-sharing is fundamental to our ability to continue to push into uncharted territories. Our roots are deep with almost 20 years of cultivating relationships and expertise, and our footprint across North America is a testimony of our ability to disrupt the industry and change the game. Our incredible journey has been built with teamwork, creativity, and humbly brilliant people ready and willing to explore new possibilities together.

Drivewyze is an equal opportunity employer. All qualified applicants will be considered for employment regardless of race, color, religion, sex, national origin, disability, or protected veteran status.