EverDriven

Account Manager

• Use effective industry skills and abilities to support our innovative transportation services
• Exercise excellent customer service while identifying and properly escalating potential daily challenges or service deficiencies
• Assist in managing the daily service of accounts in addition to recruiting, vetting and credentialing service providers (third party transportation companies)
• Manage and oversee Field Operations to include, but not limited to, new client start-ups, client retention and development along with growing existing accounts
• Responsible for the continuous improvement of a safe, efficient, and effective transportation system
• Liaise between EverDriven and our clients while providing guidance, direction, and feedback
• Maintain a safe and efficient environment for our passengers, contractors, and the non-riding public by managing regulatory and client policies and procedures
• Monitor all local transportation to ensure performance in accordance with terms, conditions and specifications of EverDriven contracts with clients and providers
• Develop and maintain open communication channels with project contractors, community officials, and agency staff
• Cooperate with EverDriven departments to establish and maintain documentation regarding provider information, operations, as well as maintenance and safety inspections
• Understand and follow safety rules established by regulatory bodies and client contracts
• As a part of normal business operations, employees in this role may access and/or modify electronic Protected Health Information (ePHI) in a manner compliant with requirements set forth by the Health Insurance Portability and Accountability Act (HIPAA)

General

• Serve as the main point of contact for school districts, primarily via email (routing, dispatch, and customer service inquiries)
• Process change requests, including student additions and removals, in a timely manner
• Maintain and optimize transportation routes for efficiency
• Build quotes and conduct route analysis
• Manage and update calendars, including holidays, early dismissals, and emergency weather updates
• Perform accurate and timely data entry

Account Specialist, Routing & Optimization

Customer Support

• Answer incoming calls, emails, and messages from parents, school districts, drivers, and transportation providers
• Deliver exceptional customer service while resolving transportation-related questions and concerns
• Coordinate transportation support and dispatch activities as needed
• Accurately document customer interactions and service issues in company systems
• De-escalate customer concerns and work toward timely resolution
• Support customers during service disruptions, delays, and urgent transportation situations
• Utilize mapping, routing, and transportation software to support daily operations
• Collaborate with internal teams to ensure service commitments are met
• Maintain confidentiality and handle sensitive information appropriately
• Assist with special projects and cross-functional initiatives as assigned

Customer Service Associate

Customer Success Manager

• Implements strategies and processes that deliver consistent customer satisfaction and retention
• Owns account relationships, strategy, pricing – including managing contract renewals and RFPs.
• Proactively engages and builds relationships with decisions makers and all levels of school district personnel
• Understands retention and service risks in their book of business and works to drive risk mitigation plans where applicable
• Utilizes extensive product/service knowledge, problem-solving skills and training to enhance customer engagements while generating revenue
• Conducts regular check-ins and business reviews with clients to understand their goals and challenges, providing tailored solutions to meet their needs
• Works cross functionally and coordinates with internal teams to access additional resources and facilitate the solutions and tools needed by customers
• Delivers customer feedback as a voice of the customer to internal teams identifying customer needs, ideas, and challenges
• Advocates for solutions, product enhancements, and other actions to meet the needs of customers and cultivate growth

Account Executive

• The Senior Account Manager focuses on the implementation and deployment of new business while nurturing relationships to retain existing business.
• Senior Account Managers are responsible for maintaining equipment levels, identifying, and engaging Service Providers, explaining client requirements, file maintenance, performing administrative and clerical tasks as needed.
• This position will work as a liaison between EverDriven and our clients to provide guidance, direction, and feedback to the respective Area Manager, Regional Director, or Senior Management, as well as working in collaboration with EverDriven departments, and transportation service providers.
• Execute programs to improve service quality, reduce costs, and increase service productivity.
• Responsible for the overview, management, and the daily service of accounts in addition to vetting and credentialing service providers.
• Identify and properly escalate to management any potential daily challenges or service deficiencies.
• Responsible for providing compliance with the Operational Reference Guide (ORG) under the direction of the Area Manager, District Director, and/or Sr. Management.
• Maintain strong customer service skills and consistent, professional communication with service providers, parents, and on-site school personnel.
• Serves as liaison between department/program heads/district executives and Area Manager.
• Train and mentor Account Managers while overseeing their daily activities and work performance under the guidance and request of the Area Manager.
• Use effective industry skills and abilities to support our innovative transportation services.
• Responsible for the continuous improvement of a safe, efficient, and effective transportation system.
• Develop and maintain open communication channels with project contractors, community officials, and agency staff.
• Cooperate with EverDriven departments to establish and maintain documentation regarding provider information, operations, as well as maintenance and safety inspections.
• As a part of normal business operations, employees in this role may access and/or modify electronic Protected Health Information (ePHI) in a manner compliant with requirements set forth by the Health Insurance Portability and Accountability Act (HIPAA)

Senior Account Executive

• Own the complete sales process from prospecting through contracting and onboarding, ensuring forecast accuracy and CRM discipline.
• Lead structured discovery with diverse district leaders (i.e. Transportation, McKinney-Vento, SPED, Business and Superintendent teams) to diagnose challenges and design solutions that connect EverDriven’s value pillars to district priorities.
• Deliver tailored presentations and manage RFPs, proposals and actions plans to align EverDriven’s offerings with district objectives and funding resources.
• Drive pricing and compliance negotiations aligned with state procurement requirements, partnering with internal teams to ensure smooth contract execution and district launch readiness.
• Serve as the commercial lead for new districts, driving adoption, and co-owning customer satisfaction, performance tracking, and utilization-based growth with field operations through proactive business reviews and responsiveness.
• Cultivate trusted relationships with district and state education leaders, navigating complex public procurement frameworks and representing EverDriven at key industry forums.
• Partner across internal teams to ensure alignment, process discipline, and continuous improvement through the sales and launch life cycle. Collaborate with internal stakeholders across Field Operations, Contracts, RevOps, and Marketing to ensure district readiness and launch success.