Every PAVE partner now has a named Partner Experience Manager as their day-to-day contact, from implementation forward.
Last week, PAVE Mobility launched the Partner Experience (PX) Team, built around one commitment: every partner knows who their day-to-day contact is and hears about change before it happens.
Ralph Andrade leads the team with Terry Ellerbe and Juan Perez, each serving as Partner Experience Managers (PXMs). Every PAVE partner is assigned one PXM, who is the first call for any question and owns each issue until it is resolved.
Why we built it
We asked our partners what would make working with PAVE better. Several of them, independently, gave the same answer: more proactive communication.
Parking operations change constantly. New locations open, staff turn over, business rules shift. Partners need one person who knows their program and keeps them ahead of what is coming. The PX Team gives every partner that person.
What a PXM does
- Solves the problem. Your PXM takes each issue, brings in the right PAVE team when needed, and keeps you updated until it is closed.
- Manages change. New locations, new users, integrations, and platform training run through your PXM. You hear about PAVE updates ahead of time.
- Builds the relationship. Your PXM reviews program performance with you and helps you find where your parking compliance program can grow.
What stays the same
Your program and your agreement do not change. Your PAVE sales lead remains your contact for new programs and the direction of the partnership. Your PXM takes each program from implementation forward.
Accountability you can see
“Continual improvement means listening to our partners. They asked for more communication and more transparency, and the Partner Experience Team is how we’re delivering it,” said Jeff Price, CEO of PAVE Mobility.
“Our job is to know each partner’s operation well enough to anticipate opportunities as well as challenges,” said Ralph Andrade, who leads the Partner Experience Team. “When partners need added support, they should never have to wonder where a request stands. Our role is to not only address things responsively, but keep the partner informed at all times.”
For PAVE partners
Your PAVE sales lead has introduced your PXM by email, and your PXM has reached out to set up a regular check-in. You can also reach the team at [email protected], with a response within one business day.
Questions about the change are answered in our Partner Experience FAQ. For notice cancellation requests, continue to email [email protected].
Interested in a parking compliance program built around accountability? Contact PAVE Mobility. Email us at [email protected] or use our contact form.
