About the Role:
As a Client Onboarding Consultant at Passport, you will partner closely with our clients and our Client Success and Service Delivery teams to ensure client needs are addressed consistently and proactively in our incredibly fast-paced, exciting, and constantly changing environment. The consultant is the internal subject matter expert on all things operational in the field with our clients. The consultant would work across key internal and external stakeholders to gather requirements and drive out tactical plans, and then partner with the Service Delivery team to ensure smooth on-time and high quality delivery of our products on our SaaS platform. As such, you will be at the heart of delivering on our growth objectives.
Partner with sales team to understand client business objectives and needs, gather requirements, and help select the best configurations for each client; assist sales team by bridging the gap between technical capabilities and operational realities
Liaise between client, project stakeholders, and internal teams by translating client desires into requirements documentation, scoping realistic pre-implementation plans, and identifying any gaps in advance of official project kick-off
Communicate regularly with clients so that they understand expectations around timelines and phases of each project
Inform internal teammates about key client operational pain points for each implementation and work to mitigate those issues in advance of launch; translate common client pain points into proactive training for internal teammates
Work with Sales, Client Success, and Implementations teams to ensure client’s contract is aligned with client’s needs
Play a key role with clients in solution adoption
Partner with clients to define key success metrics for client operations and ensure backend reporting delivers results to track progress against those metrics
Manage portfolio of approximately 10-15 major projects per month
Investigate and troubleshoot key operational challenges, as needed
Work with Product Management to define value, prioritize future roadmap, and provide recommendations that integrate with client needs
Conduct client operational reviews post-launch
At least 10 years of professional experience
Experience writing business requirements
Project Management experience, PMP certification is a plus
Superior resource, planning, and time management skills
Excellent organizational and communication (written, verbal, and listening) skills
Keen attention to detail and problem-solving skills
Bachelor’s degree is required, graduate degree is a plus
SaaS company experience is a plus
Parking operations experience will be considered
Willingness to travel 25% of the time
Simply put, you are a dot-connector. You are able to take complex situations and boil them down to simple requirements and action plans. You work well with lots of different personalities, and can bring people together to solve problems with ease. People enjoy working with you, your teammates respect you, and your clients are regularly impressed by you. You can juggle many different and competing priorities in a constantly changing and fast-paced environment. You are not afraid of challenging situations or aggressive deadlines, and know how to navigate carefully during challenging client conversations. You constantly set the bar high with your daily work and your project portfolio, and then raise the bar higher. You always hit your deadlines. You have a propensity towards continuous improvement and love to figure out the scalable solution. You own the details. You are always thinking a few steps ahead. You love working with teams. You listen, collaborate, take note of alternate viewpoints, and implement the best solutions. You can communicate with the best by being clear, concise, and listening.
You read the books, you’ve followed the blogs, and as someone committed to striving for the best, you’re excited to contribute to Passport’s amazing growth goals by gathering critical requirements and ensuring they’re brought to life for our clients.
Passport is reimagining the transit and parking experience with a suite of SaaS platforms for our clients and mobile applications for end users. Passport's software platform enables governments to improve operational efficiency for parking and transit operations through smart technology for payments, management, and reporting. By leveraging online and mobile services, leaders are able to access rich data that generate insights that drive better revenue, eliminate waste in the system, and improve outcomes for citizens.
Passport's product lines--parking payments, transit payments, enforcement and permit management--collectively serve to deliver dynamic tools for agencies to better connect with their communities. Its services have been adopted by over 20 of the top 50 cities in North America and over 2,000 locations including Chicago, Toronto, Boston, Portland, and Miami. Passport's mission is to reduce operational complexity and deliver intelligent data to improve decision making for its clients.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability or protected veteran status, or other category or classification protected by applicable law.