Client Story: Transit Technology Executive Search

The Challenge

A privately-owned company that designs innovative transit technology solutions for all modes of public transportation, including fixed-route, bus rapid transit, paratransit, and rail engaged N2Growth for a confidential search to find their first Senior Vice President of Client Services. The company’s CEO took the strategic initiative of developing this pivotal role to take the company’s client service function to the next level with a tested customer success leader for the organization. 

The Mission

Our client required the addition of a Senior Vice President of Client Services to enable them to grow their client base through existing and new OEM relationships and formally lead the development of the company’s customer success function.  Given the company’s pace of growth, they needed a leader who would be able to come in and oversee and direct all of customer service, field maintenance services personnel, and OEM relationships.  The role would have responsibility for roughly half of the company’s revenue.  In working to find the client’s first Senior Vice President of Client Services, N2Growth played a pivotal role as thought partners in helping the client to envision an optimal candidate for the role to enable the client to continue solving the toughest challenges in transit technology solutions while providing the highest level of customer service. 

The Result

The specific insights we drew and alignment we found at the early days of this search created clarity and little need for specification iteration as the search developed. Our team rigorously mapped the market for candidates whose attributes were attuned to the needs of our client. After tens of interviews, we submitted a total of seventeen candidates for consideration. Despite a COVID-related slowdown, we worked with our client to co-create an interview process redesign given the pandemic.  Our client executed an employment agreement with a candidate introduced in the early days of the search with deep expertise in customer success in the technology industry. 

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