HopSkipDrive · 8 hours ago
Metro Service Manager - East Coast
Remote - PHL / PIT / DMV / RVA Regions
Full-time
Remote
Mid, Senior Level
$80K/yr - $90K/yr
5+ years exp
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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.
Qualification
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Required
5+ years of experience in Customer Success, Account Management, or Implementation roles, preferably in a high-pressure or start-up environment.
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.
Willingness to travel (10%-20%) to strengthen client relationships and support service strategies.
A proactive, problem-solving mindset with the initiative to drive continuous improvement and innovation.
Preferred
Proficiency with CRM tools such as Salesforce or Kustomer, and advanced Excel skills are preferred.
Benefits
Equity
Flexible vacation
Medical
Dental
Vision
Life insurance
401(k)
FSA
Company
HopSkipDrive
HopSkipDrive is a vehicle for hire company focused on shuttling kids to school.
201-500 employees
Funding
Current Stage
Late StageTotal Funding
$123.8MKey Investors
Disney Accelerator1776 VenturesStudent Transportation Inc.
2022-09-13Series D· $37M
2021-08-11Series C· $25M
2020-02-04Series B· $22M
Leadership Team
Joanna McFarland
Co-Founder & CEO
Janelle McGlothlin
Co-founder
Recent News
2024-12-11
Company data provided by crunchbase
