WeDriveU is the leader in shared mobility solutions that connect communities, campuses, and workplaces. WeDriveU operates private shuttle and public transit systems across the U.S serving millions of passenger journeys a year. The company’s 5,500+ team members operate 4,000 vehicles across 55 U.S. locations, providing safe, reliable and sustainable options as part of a global family of brands serving more than 1 billion bus and rail passengers on four continents. Visit wedriveu.com to learn more about our company, clients and career opportunities.

JOB DESCRIPTION:

Customer Success Directors serve as the ultimate advocate for our customers, ensuring they are provided maximum value through contracting with WeDriveU for transportation solutions. They are responsible for driving customer success, growth, and retention through our Customer Engagement Model. They work with customers nationwide in the Corporate, Hospital, University, and Public 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 overall performance of their customers’ shuttle and transit systems, negotiate contract extensions and expansions, and serve as subject matter experts and resources. Additionally, the Customer Success Directors manage special projects, including, but not limited to, leading transitions to zero-emission vehicles, service optimizations, or providing feedback on innovative improvements to service throughout their customer portfolio.

SKILLS REQUIRED:

• At least 5 years of prior experience in Customer Success, Account Management, or a related client-facing role, preferably in a B2B environment.
• At least 3 years of experience in the transportation, mobility, public transit, or comparable sectors.
• 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). Ability to manage multiple priorities and projects at once
• 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
• Outstanding written, verbal, and presentation skills. You can clearly articulate complex concepts and deliver value in every customer interaction.

PREFERRED SKILLS & QUALIFICATIONS

• Bachelor’s degree preferred but not required—equivalent experience will also be considered.
• Proficiency in Customer Relationship Management (CRM) systems is required, and knowledge of Salesforce
• Knowledge of the procurement process (experience drafting RFP’s)
• Passion for and experience working in transportation demand management, including carpooling, vanpooling, employee shuttles, Mobility as a Service (MaaS), bike/ped, and public transit options, or with zero-emission vehicles and sustainability

• Serve as a primary point of contact for all assigned customers
• 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
• Identify and analyze key performance indicators related to each customer, supporting contract compliance and overall customer health and satisfaction
• Analyze short and long-term service performance data, providing customers with actionable recommendations to drive efficiency and growth
• Manage business reviews – align internal stakeholders, develop content, and lead presentations
• Identify advocacy opportunities for your customers and transform them into vocal advocates for our brand by completing case studies, creating opportunities for speaking engagements, or securing customer references/ referrals
• Support strategy for customers to accelerate their transition to electric vehicles and achieve zero-emission goals
• Attend local, regional, and national transportation conferences, workshops, and networking events
• Additional duties and responsibilities may apply.
• Travel up to 40%