Director of Customer Success

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.

Interested in this role You can find all the relevant information in the description below.

National Express Shuttle (operated by WeDriveU) and Transit is a business unit of global mobility provider Mobico Group .

Job Description

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 RFPs)
• 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 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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