Customer experience manager [h1.location_city]

Job Description

Job Description

EverDriven is a rapidly growing, tech-enabled transportation management company, serving some of the most vulnerable children in our community. We exist to ensure that children with special needs receive safe, efficient, and cost- effective transportation to and from school. Our proprietary, best-in-class, technology solutions enable school districts and parents to easily plan, track and adjust each student’s trips, to and from school, and gives the student access to the educational experience they deserve. Every Trip. Every Day. If you’re someone who thrives in a mission forward, fast-paced, technology driven environment, we would love to talk to you about a fulfilling career at EverDriven.

Position Summary :

The Customer Success Growth Manager is pivotal in driving client retention, satisfaction, and revenue initiatives at EverDriven. This role focuses on enhancing the experience of underperforming clients through strategic engagement, performance analysis, and proactive risk mitigation. By leveraging customer feedback and implementing tailored retention strategies, the CSGM fosters long-term partnerships that contribute to the company’s growth and success.

We are seeking proactive candidates who excel in problem-solving and relationship-building with both internal and external customers. Your ability to generate revenue while fostering meaningful and lasting connections with EverDriven's clients will be key to your success in this role.

Salary Range : $73,000 - $85,000 / year, based on experience + annual bonus eligibility

Position is WFH when not conducting field visits with customers. Ideally, the candidate will reside within the CA markets.

• Analyze and identify factors contributing to poor client performance and / or engagement, developing action plans to improve client satisfaction and usage metrics
• Owns account relationships, strategy, pricing – including managing contract renewals
• Proactively engages decisions makers and all levels of school district personnel
• Implement proactive engagement initiatives to strengthen relationships with clients, understanding their needs and challenges
• Works cross functionally and coordinates with internal teams to access additional resources and facilitate the solutions and tools needed by customers
• Monitor client health indicators and proactively address risks to prevent churn, collaborating with internal teams as needed
• Develop and execute strategies to ensure high client retention rates, fostering long-term relationships and loyalty
• Gather and analyze customer feedback to drive continuous improvement and enhance overall client satisfaction
• Track and report on client retention metrics and progress in improving poor-performing clients, providing insights and recommendations for ongoing enhancements

Requirements :

Benefits :

Commitment to ESG :

Since 2006, EverDriven has remained committed to incorporating environmental, social and governance fundamentals into the framework of our internal and external culture. Today, ESG principles are part of the lifeblood of EverDriven and a driving influence that shapes not only our culture but all aspects of our day-to-day operations. We believe ESG principles enable us to more successfully achieve our mission to help every child have an equal opportunity to learn, grow, and succeed.

Commitment to Diversity and Inclusion :

EverDriven is a mission-centered, action-oriented company that honors diversity and inclusion. Our customers come from all walks of life and so do we. We strive to hire great people from a variety of backgrounds, not just because it’s the right thing to do, but because it makes our cultural health stronger. In turn, our inclusive culture inspires our innovation and fosters a sense of belonging so we can continue to serve the most vulnerable populations with excellence.

Commitment to Equal Opportunity :

EverDriven is deeply committed to building a workplace where inclusion is not only valued but prioritized. We’re proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, family status, marital status, sexual orientation, national origin, genetics, disability, age, or veteran status, or any other non-merit based or legally protected grounds.

Visit our website and learn more about us at www.EverDriven.com