As a trusted member of the GMV team for over 6 years, this might not be your first time meeting Emilee. But with her recent transition into a well-deserved role as Director of Customer Success, she’s sharing some insights, stories, and personal favorites as well.

1. What gets you most excited about the world of transit?
Living in a city with notoriously bad traffic (Los Angeles), I see firsthand how valuable transit is in reducing the number of cars on the road. When commuting to the office, I rely on my city’s Commuter Bus service, which lets me skip rush hour traffic and downtown parking. At its core, transit is about moving people from point to point, and I am excited to see a focus on making transit more inviting and approachable. Technology plays a big role in that, such as allowing riders to plan their trip, track their bus, and comfortably move across town, all of which makes transit appealing and practical.

2. Tell us about your role on the GMV team?
For the last 6 years, I was a project manager at GMV. I was responsible for executing projects of all sizes, working with transit agencies to configure, install, and launch GMV’s ITS system. In this role, I served as the customer’s main point of contact, onboarding them as GMV customers and leading project teams from execution to completion. In total, I managed over 20 full CAD/AVL deployments, ranging in fleet size from 3 to over 300 vehicles per agency.

Earlier this year, I transitioned out of Project Management, becoming GMV’s Director of Customer Success. In Customer Success, we are focused on meeting the day-to-day needs of our customers. I lead a team of 6 Product Specialists, and we offer ongoing training, provide troubleshooting assistance, and answer other support requests across our customer base. Additionally, I advocate on behalf of our customer’s needs at the GMV Leadership level, monitor system behavior for key trends or issues, and serve as an escalation point when needed.

3. What’s one of your favorite things about the GMV culture?
I love how everyone genuinely cares about the service we provide. Many of us are transit riders ourselves, and we understand the importance of offering valuable technology that makes the whole transit ecosystem more efficient. From a rider wondering where their bus is to dispatchers monitoring their fleet, our technology has a direct benefit to the transit community. We are passionate about providing the best technology and customer service possible.

4. Can you tell us about one of your proudest, funniest, or more interesting GMV moments?
Word of mouth referrals—I’m proud of seeing new business come in based on recommendations from our existing customers. We work hard to deliver valuable technology and exceptional customer service, so seeing customers share their experiences with other agencies and recommending GMV underscores why this job is meaningful.

5. Last but not least: what’s a fun fact about you that few others might know?
I am proud to be a working mom. With an infant at home, some of my current pastimes include making my son laugh, going for walks, and cooking new recipes with my family. But before that, I practiced ballet and competed in triathlons as well!