Customer Account Manager
Lattice
Swift
Metro Service Manager - Michigan / Wisconsin
HopSkipDrive
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $80,000 - $90,000 per year
Job Level
Mid-LevelSenior
Tech Stack
Swift
About the role
- 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.
Requirements
- 5+ years of experience in Customer Success, Account Management, or Implementation roles, preferably in a high-pressure or start-up environment.
- Willingness to travel (10%-20%) to strengthen client relationships and support service strategies.
- 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.
- Proficiency with CRM tools such as Salesforce or Kustomer, and advanced Excel skills are preferred.
- A proactive, problem-solving mindset with the initiative to drive continuous improvement and innovation.
