HopSkipDrive

Account Manager

• The Regional Account Manager (RAM) is responsible for day-to-day account management and long-term account strategy across a Tier 2 book of business.
• This role owns retention, expansion, and overall account health while serving as the strategic quarterback for complex districts.
• Set and execute account strategy and provide recommendations to senior staff for required resources.
• Collaborate cross-functionally with Metro Service Managers to drive operational excellence at the account level.
• Identify product-level gaps and strategies for product penetration by account.
• Drive measurable outcomes through strategic account planning, Challenger-led selling, and cross-functional execution.
• Dedicate 2-3 days each week to on-site client visits to foster relationships, deepen understanding of client needs, and drive meaningful engagement.
• Lead renewals and expansions, including structured negotiations and closing motions.

Regional Account Manager

• Own the day-to-day execution of account management activities for a defined set of Tier 3 named accounts
• Support account growth and retention through disciplined execution of account-level workstreams
• Coordinate tasks and follow-ups across stakeholders
• Support analysis of account-level usage, performance, and product adoption
• Identify product-level gaps and opportunities for growth within assigned accounts
• Maintain accurate and timely Salesforce data, including account notes and key fields

Associate Account Manager

Manager

• Lead a team of CareDriver Support Team Leads located offshore
• Conduct weekly 1:1s with Team Leads, providing actionable feedback
• Track quality assurance and benchmark team performance
• Escalate interactions as needed
• Monitor volume and assist coaching Team Leads
• Identify high-level trends in contact reasons and customer issues
• Partner with cross-functional teams to move projects forward
• Identify operational improvements and partner with leaders

CareDriver Support Manager

Operations

• Lead the AI & Automation transformation
• Manage the Ops Excellence team
• Identify and prioritize automation opportunities
• Drive measurable improvements in throughput and cycle time
• Leverage automation tools to evolve process capabilities
• Synthesize complex data insights to resolve operational risk areas
• Partner with Product and Engineering to define the technical roadmap
• Build the AI/Automation KPI framework

Regional Account Manager

Associate Account Manager

CareDriver Support Manager

Senior Manager, Intelligent Operations