Director of Customer Success
Company: Fountain
Location: San Francisco
Posted on: October 20, 2024
Job Description:
Address: 121 2nd St suite 300, San Francisco, CA 94105,
USACompensation: $100,000.00 - $140,000.00/yearJob
Description:WeDriveU is the leader in transportation, specializing
in workplace, campus, and community transportation solutions
serving millions of passengers a year. Recognized as a pioneer in
mobility, WeDriveU is a strategic partner to the world's top
brands, with client programs that consistently earn awards for
excellence in commuting and sustainability. WeDriveU operates
across the U.S and is proud to celebrate more than 30 years serving
clients. Visit www.wedriveu.com to learn more about our company,
clients, and career opportunities.National Express Shuttle
(operated by WeDriveU) and Transit is a business unit of global
mobility provider Mobico Group.The Customer Success Directors are
responsible for driving customer success, growth, and retention
through our Customer Engagement Model. They work with customers all
over the country in the Corporate, Hospital, University, and
Transit spaces to help them transform their transportation goals
and visions. As the trusted advisor and main point of contact for
our customers, the Customer Success Directors manage the
optimization of shuttle and transit systems, and negotiate contract
extensions and expansions. Additionally, the Customer Success
Directors manage special projects and lead the implementation of
zero emission vehicles throughout their book of business.Duties and
Responsibilities:
- Renew, retain and, where applicable, expand all active
contracts.
- Develop and maintain strategic customer relationships focusing
on consistent engagement to support the ongoing needs and
objectives of each customer.
- Analyze short and long-term service performance data, providing
customers with actionable recommendations to drive efficiency and
growth and improve the quality of their programs.
- Conduct global transportation surveys and analysis to gather
actionable feedback from current and prospective commuters to drive
behavioral change.
- Develop a vision and strategy for each customer to accelerate
their transition to electric vehicles and achieve zero emission
goals.
- Manage quarterly business review - align internal stakeholders,
develop content, and lead the presentations.
- Identify advocacy opportunities and targets for advocacy
engagements, and actively contribute to and support marketing
advocacy programs.
- Attend local and regional transportation conferences,
workshops, and networking events.
- Additional duties and responsibilities may apply.Skills
Required:
- At least 3 years of prior experience in Customer Success or
Sales.
- At least 3 years of experience in Transportation, Transit,
Mobility, or Urban development sectors.
- Knowledge of the procurement process (experience drafting or
replying to RFP).
- Ability to set goals and a proven ability to achieve job
performance metrics.
- Excellent client facing and internal communication skills, with
an ability to effectively partner with customers, internal account
teams, vendors, and other internal support teams for flawless
execution of projects.
- Strong organization and time management/multi-tasking skills
(comfortable in an ambiguous and fast-paced environment, operating
at both strategic and tactical levels).
- Several years of experience directly managing, advising, and
negotiating with enterprise customers, at all levels of seniority,
with a track record of building trust and fostering successful
business relationships.
- Strong analytical skills, with the ability to draw quick,
insightful conclusions from data sets and deliver actionable
recommendations.
- Solid financial background or a strong understanding of
financial concepts, to analyze P&Ls and construct intricate
pricing sheets.
- Rigorous, attentive to details, with an ability to adhere
closely to established processes, while also being involved in
process enhancement initiatives.
- Proficiency in Customer Relationship Management (CRM) systems
is required, and knowledge of Salesforce is a must.
- Genuine passion for transportation demand management, including
carpooling, vanpooling, employee shuttles, Mobility as a Service
(MaaS), bike/ped, and public transit options, with a focus on zero
emission vehicles and sustainability.
- Additional skills and physical demands may apply.EEOC:WeDriveU
and National Express are equal opportunity employers. We celebrate
diversity and are committed to creating an inclusive environment
for all employees.
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Keywords: Fountain, Santa Cruz , Director of Customer Success, Executive , San Francisco, California
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