Metro Service Manager

Summary

Join HopSkipDrive as a Metro Service Manager and provide exceptional support to clients throughout their operational 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. The ideal candidate is a proactive, strategic customer success professional who excels at building strong client relationships, solving complex challenges, and driving measurable results. This position requires 5+ years of experience in a relevant field and a willingness to travel up to 20%. HopSkipDrive offers competitive compensation, equity, and benefits.

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