Metro Service Manager

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HopSkipDrive

Site WebLinkedInTous les Emplois

51 - 200 employés

Fondée en 2014

🚗 Transport

📚 Éducation

🏢 Entreprise

💰 €37 000 000 Series D en 2022-09

Transport • Education • Enterprise

HopSkipDrive est un fournisseur de solutions de transport scolaire innovantes et évolutives, s'associant avec des écoles, des districts et des départements pour offrir un transport sûr et fiable pour les jeunes. Ils se spécialisent dans l'offre d'alternatives aux itinéraires de bus scolaires traditionnels, répondant aux besoins non-routiniers des étudiants, de ceux placés en famille d'accueil et des étudiants ayant des exigences de transport spéciales. HopSkipDrive soutient également des solutions de transport personnalisées et en petits groupes, et utilise la technologie RouteWise AI pour optimiser le transport. Leur service est connu pour être 40 % plus abordable que les itinéraires de bus traditionnels sous-utilisés. Ils répondent également aux défis tels que les pénuries de chauffeurs de bus et offrent un réseau flexible de CareDrivers, garantissant sécurité et fiabilité.

Description

• Serve as the primary point of contact for assigned clients, ensuring needs are addressed and solutions delivered with urgency and professionalism. • Respond to and resolve complex client inquiries, leveraging internal resources and collaboration to provide swift resolutions. • Lead and manage the implementation of new business from contract signed through launch, ensuring a successful implementation process and maintaining communication with clients throughout the implementation. • Act as a trusted advisor by continuously learning about HopSkipDrive's evolving products and services to best support clients. • Gather and analyze feedback on ride experiences to identify improvement opportunities and implement service enhancements. • Collaborate with cross-functional teams to address systemic issues affecting client satisfaction and advocate for impactful changes. • Partner with Customer Support Specialists to resolve real-time ride and account issues while delivering weekly optimization reports. • Conduct virtual and in-person client meetings to strengthen relationships, align on goals, and ensure adoption of best practices. • Drive the strategic planning and execution of business reviews to align ongoing service strategies with client objectives.

🎯 Exigences

• 5+ years of experience in Customer Success, Account Management, or Implementation roles, preferably in a high-pressure or start-up environment. • Willingness to travel (10%-20%) to strengthen client relationships and support service strategies. • Proven ability to manage client relationships, resolve issues swiftly, and deliver exceptional customer service. • Strong communication skills, both written and verbal, with the ability to present insights and solutions effectively in meetings and reports. • Expertise in analyzing data, identifying trends, and implementing actionable solutions to improve client outcomes. • Experience collaborating across teams to address root causes of recurring challenges and enhance service delivery. • Proficiency with CRM tools such as Salesforce or Kustomer, and advanced Excel skills are preferred. • A proactive, problem-solving mindset with the initiative to drive continuous improvement and innovation. • You are tech-forward and committed to operational excellence. You actively leverage AI tools (such as Gemini) to streamline workflows, summarize complex client issues, refine communication, and derive insights from data sets.

🏖️ Avantages

• Equity • Flexible vacation • Medical insurance • Dental insurance • Vision insurance • Life insurance • 401(k) • FSA • Opportunity to work for a uniquely positioned, VC-backed company