Metro Service Manager

Summary

Join HopSkipDrive as a Metro Service Manager and ensure high standards of client care by providing exceptional support throughout the client lifecycle. This role bridges Implementation, Customer Success, and Operations to streamline service delivery and ensure a premium client experience. You will take ownership of ongoing client operations and issue resolution, working with cross-functional teams to proactively address client needs and optimize ride experiences. As a trusted advisor, you will continuously learn about HopSkipDrive's products and services to best support clients. You will gather feedback, identify improvement opportunities, and collaborate with teams to address systemic issues. This position requires strong communication, data analysis, and problem-solving skills. The role is remote, based in Texas (ideally Dallas/Fort Worth or Houston), with occasional travel.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

• 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

Benefits

• Flexible vacation
• Medical
• Dental
• Vision
• Life insurance
• 401(k)
• FSA
• Equity
• Equity stock options