Metro Service Manager

📋 Description

• Primary contact for assigned clients, delivering urgent, professional solutions.
• Respond to and resolve complex client inquiries using internal resources.
• Lead implementation from contract to launch with ongoing client communication.
• Act as a trusted advisor by learning HopSkipDrive's products to support clients.
• Gather and analyze ride feedback to identify improvements.
• Collaborate with cross-functional teams to address systemic issues.
• Partner with Customer Support Specialists to resolve ride issues and deliver weekly reports.
• Conduct virtual and in-person client meetings to strengthen relationships.
• Drive strategic planning and business reviews to align service with client goals.

🎯 Requirements

• 5+ years in Customer Success, Account Management, or Implementation.
• Willingness to travel 10%-20% to strengthen client relationships.
• Proven ability to manage client relationships and resolve issues quickly.
• Strong written and verbal communication; present insights effectively.
• Expertise in analyzing data, identifying trends, and implementing improvements.
• Experience collaborating across teams to address root causes and improve service delivery.
• Proficiency with CRM tools such as Salesforce or Kustomer, and advanced Excel.
• Proactive, problem-solving mindset with initiative to drive continuous improvement.
• Tech-forward and committed to operational excellence; leverage AI tools (Gemini) to streamline workflows.

🎁 Benefits

• Equity for all full-time employees.
• Flexible vacation and health benefits: medical, dental, vision, life.
• 401(k) plan with FSA options.
• Stock options included in total compensation.
• Remote-friendly environment; compensation aligns to location.