Metro Service Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main contact for designated clients, ensuring their needs are met and solutions are provided promptly and professionally.

• Address and resolve intricate client inquiries by utilizing internal resources and collaborating effectively to deliver quick solutions.

• Oversee and manage the onboarding of new business from contract signing to launch, guaranteeing a successful implementation process and keeping clients informed throughout.

• Serve as a trusted advisor by continually expanding knowledge of HopSkipDrive's evolving products and services to optimally support clients.

• Collect and evaluate feedback on ride experiences to pinpoint opportunities for improvement and implement service enhancements.

• Work with cross-functional teams to tackle systemic issues impacting client satisfaction and advocate for meaningful changes.

• Collaborate with Customer Support Specialists to address real-time ride and account issues while providing weekly optimization reports.

• Facilitate virtual and in-person meetings with clients to strengthen relationships, align on objectives, and ensure the adoption of best practices.

• Lead the strategic planning and execution of business reviews to synchronize ongoing service strategies with client goals.

⛳️ Requirements

• Over 5 years of experience in Customer Success, Account Management, or Implementation roles, ideally in a fast-paced or start-up environment.

• Willingness to travel (10%-20%) to enhance client relationships and support service strategies.

• Demonstrated ability to manage client relationships, resolve issues quickly, and deliver outstanding customer service.

• Excellent communication skills, both written and verbal, with the capability to effectively present insights and solutions during meetings and in reports.

• Proficiency in data analysis, trend identification, and implementing actionable solutions to improve client outcomes.

• Experience in collaborating across teams to address the root causes of recurring challenges and enhance service delivery.

• Familiarity with CRM tools such as Salesforce or Kustomer, along with advanced Excel skills, is preferred.

• A proactive, problem-solving approach with the initiative to promote continuous improvement and innovation.

• Tech-savvy with a commitment to operational excellence, actively utilizing AI tools (such as Gemini) to optimize workflows, summarize complex client issues, refine communication, and extract insights from data sets.

🏝️ Benefits

• Equity

• Flexible vacation

• Medical insurance

• Dental insurance

• Vision insurance

• Life insurance

• 401(k)

• FSA

• Opportunity to work for a uniquely positioned, VC-backed company