Metro Service Manager

Responsibilities

• Serve as the primary point of contact for assigned clients, ensuring needs are addressed with urgency
• Respond to and resolve complex client inquiries by leveraging internal resources
• Lead and manage the implementation of new business from contract signing through launch
• Act as a trusted advisor by continuously learning about evolving products and services
• Gather and analyze feedback on ride experiences to identify improvement opportunities
• Collaborate with cross-functional teams to address systemic issues affecting client satisfaction
• Partner with Customer Support Specialists to resolve real-time ride and account issues
• Conduct virtual and in-person client meetings to strengthen relationships and align on goals
• Drive the strategic planning and execution of business reviews

Requirements

• 5+ years of experience in Customer Success, Account Management, or Implementation roles
• Experience in a high-pressure or start-up environment preferred
• Willingness to travel 10%-20% for client relationship support
• Proven ability to manage client relationships and resolve issues swiftly
• Strong written and verbal communication skills
• Expertise in analyzing data and identifying trends to implement actionable solutions
• Proficiency with CRM tools like Salesforce or Kustomer
• Advanced Excel skills
• Tech-forward mindset with experience leveraging AI tools to streamline workflows

About the Company

HopSkipDrive is a leader in safe, fast, and simple supplemental student transportation, connecting kids to highly-vetted caregivers through a specialized marketplace and software platform.