Who we are
HopSkipDrive’s mission is to create opportunity for all through mobility. Our innovative, supplemental school transportation solutions are used by over 600 school districts, charter schools, nonprofits, government agencies, as well as busy families to safely and reliably get kids where they need to go.
Student transportation is the largest mass transit system in the U.S. The way kids get to and from school has a direct impact on our kids, families, schools and communities. While school districts spend $28 billion annually on transportation, only 30% of kids get to school on a bus. The current system can no longer meet all the transportation needs of our districts, schools and families — and its shortcomings are causing inequities in educational access that are affecting the welfare of millions of kids each day.
Who you are
You are looking for a challenging and rewarding experience. You are inspired by our vision and the opportunity to define a new category in an incredibly fast-growing market. You are excited to learn, grow and collaborate so we can achieve our mission of creating opportunity for all through mobility.
At HopSkipDrive, we know that challenges require different approaches, unique perspectives and new ways of thinking. We are building a team of creative problem-solvers from many different backgrounds.
You thrive in a fast-paced startup environment. You are honest and exhibit high integrity. You are proactive and excited to bring new ideas to the company. You solicit feedback and are open to criticism. You adjust quickly to changes in priorities and conditions and cope effectively with complexity and change. You have high attention to detail.
You are an excellent communicator who enjoys collaborating with others and mentoring other engineers. Above all, you want to build something that fundamentally changes the lives of families for the better.
As a Customer Success Manager, you will be responsible for managing client relationships and proactively addressing client concerns. The Customer Success Manager must be an excellent communicator (both verbally and in writing), able to understand the needs of our clients, with a proven ability to build long-lasting business relationships. You will utilize your data analysis skills to identify the root cause of issues and create action plans. You will proactively surface key trends and find patterns and communicate those to clients. Above all, you will be a key player in helping the Customer Success team proactively identify areas to improve on behalf of our Clients.
What you’ll do
- Review and analyze data for insights and make adjustments and recommendations to improve the overall performance
- Utilize a playbook to improve operational performance on behalf of our customers, partnering with internal departments to create a better experience for our clients
- Support recurring customer reviews in coordination with RAMs, to review actual performance vs. targets, and highlight opportunities to improve performance levels
- Train customers on new technology features available to them to improve their operations and usage
- Professional and timely communications
- Provide continuous improvements tactics to identify and resolve the root cause
- Proactive analysis to prevent service failures, but be able to respond quickly and effectively when a problem arises
What you bring
- 2+ years account management experience,
- An entrepreneurial attitude and execution-focused, get-things done mindset
- A prowess for data pattern recognition and root cause analysis
- Proficiency in Excel/Google Sheets, PowerPoint/Google Slides
- Superior presentation skills and the ability to tell a compelling story with data
- Strong interpersonal skills
- An outlook that is always finding ways to make things more efficient
Nice to have
- Experience in a two-sided transportation marketplace
- Technical proficiency in Tableau, Salesforce, Kustomer