Metro Service Manager

About the role

This position supports our clients throughout their service journey, connecting client success, implementation, and operations. You will be responsible for managing client relationships and resolving issues to ensure a high-quality experience.

Key facts

What you'll do

• Be the main point of contact for your assigned clients, addressing their needs and delivering solutions promptly.
• Handle and resolve complex client questions by collaborating with internal teams.
• Oversee new business implementations from contract signing to launch, keeping clients informed.
• Act as a trusted advisor by staying updated on HopSkipDrive's services to best support clients.
• Collect and analyze feedback on ride experiences to identify areas for service improvement.
• Work with other departments to address widespread issues affecting client satisfaction and suggest improvements.
• Support Customer Support Specialists with real-time ride and account problems and provide weekly performance reports.
• Conduct meetings with clients to build relationships, align on objectives, and promote best practices.
• Plan and lead business reviews to ensure ongoing service strategies meet client goals.

Requirements

• 5 or more years of experience in customer success, account management, or implementation, ideally in a fast-paced or startup environment.
• Ability to travel 10% to 20% for client relationship building and service strategy support.
• Demonstrated success in managing client relationships, resolving issues quickly, and providing excellent customer service.
• Strong written and verbal communication skills, capable of presenting information and solutions effectively.
• Skill in analyzing data, recognizing patterns, and implementing solutions to improve client results.
• Experience working with different teams to solve recurring problems and enhance service delivery.
• Proficiency with CRM systems like Salesforce or Kustomer, and advanced Excel skills.
• A proactive, problem-solving approach with a drive for continuous improvement.
• Comfort with technology and a commitment to operational excellence, including using AI tools for workflow optimization, issue summarization, communication refinement, and data analysis.

Nice to have

• Experience using AI tools like Gemini to enhance client outcomes.

Skills & tools

• CRM Software (Salesforce, Kustomer)
• Microsoft Excel
• AI Tools

Practical notes

• Base salary range: $80,000 - $90,000.
• Compensation will vary based on candidate location, experience, skills, and certifications.
• Total compensation includes equity stock options.
• Benefits include flexible vacation, medical, dental, vision, life insurance, 401(k), and FSA.
• Occasional regional travel is required (10-20%).