Manager Customer Success

First for a reason:

At First Student, we are a family of 60,000+ employees who take pride in safely transporting more than 5 million students and passengers to and from their destinations each day! Our family of brands include Transco, Total Transportation, Maggies Paratransit, and GVC II. Our employees are at the forefront of safety and innovation; they create and implement the most advanced training and technology the transportation industry has to offer.

Job Description Summary

Major Responsibilities

• Support a dedicated area and/or region to achieve growth and customer retention objectives while developing and maintaining trusted relationships at all levels within the customer organization.

• Work collaboratively with region/area/local operational leadership to develop and support delivery of full account planning processes to improve retention and upsell customers. Plans will include strategic initiatives to drive retention and elevate revenue as well as processes to manage activity towards strategy execution.

• Develop and support region with customer engagement and account management tools. These will eventually be tracked in Salesforce.

• Share technology and service offering information, insights and benefits to help the customer understand and compare to other providers and share the advantages, values and benefits of First Student to parents and community members.

• Partner with operations to onboard new customers obtained via both business development and acquisition. Establish, track and report on shared success criteria.

• Work cross-functionally with field operations, business development, marketing and communications teams to deliver a focused message and high level of customer satisfaction.

• Host regular check-ins and business reviews with customers to ensure adoption of new technology or services and realization of success criteria.

• Accurately report and monitor health of customer deployments and drive corrective action plans with operations, where needed.

• Partner with business development team by identifying new business opportunities for expanding First Student footprint.

• Consult regularly with customers to fully understand their needs and actively solve pain points. Provide recommendations and work collaboratively to drive actions to improve the customer experience (working with operations, finance, marketing, technology development, sales, training, etc.…)

• Establish, track and report on shared success criteria and desired process metrics/ KPI’s for large and/or at-risk customers. Collaborate with operational leaders to drive accountability. Suggest methods to improve area operations, efficiency and service to customers.

• Partner with operations to document and escalate recurring themes or issues found in customer comments and complaints, and ensure the information is given to the right people to resolve.

• Actively use Salesforce to manage/update relationship information. Monitor accounts and align with region to ensure all required data is uploaded/maintained. Help support the field to increase Salesforce maturity.

• Act as project manager for various departmental initiatives.

• Provide competitive insights & product recommendations to the leadership team

• Other duties as required or assigned.

Minimum Education or Certifications Required

• Bachelor’s degree or similar college level education, or 3-5 years of related experience and/or training

Minimum Experience or Skills Required

• 3 years of customer success and/or customer account management experience

• A history of developing new accounts

• Experience serving as a customer advocate with the ability to understand the needs of the client and deliver on those needs

• Excellent writing skills, with a strong orientation to detail and service.

• Experience using customer relationship management software, Salesforce strongly preferred

• Advanced knowledge of word processing, spreadsheet and presentation software.

• Project management experience strongly preferred

• Ability to exercise independent thinking with a high level of prioritization skills

• Ability to generate creative ideas, meet multiple deadlines and work independently.

• Knowledge of business and management principles.

• Travel is required

Physical Requirements and Working Conditions

• Incumbent must be able to move about the office and between floors; utilize standard office equipment; access filing system/cabinets; and communicate effectively and efficiently in person or by telephone.

• Extensive travel is required.

First for a Reason

Benefits
We offer competitive compensation $100,000 to $110,000 base salary plus potential year-end bonus and benefits (which vary based on role, location, and business), including physical and mental health initiatives, medical/dental/vision, 401(k), and paid holiday/vacation.
Professional Advancement
Start here. Go far. We believe in promoting from within which means tremendous opportunities for you, thanks to our strong presence across North America. In addition, our 3 to 5 month Manager-In-Development program prepares future leaders at First Student.
Extensive Training
Build skills and knowledge in such areas as safety and security, injury prevention, technology and equipment, and job efficiency.
Diversity & Inclusion
Because we’re stronger together, we aspire to have a culture where all people are First. We’re committed to providing an inclusive and diverse working environment for everyone every day.
Community Service & Impact
Go where opportunity meets community. Our customers are at the heart of everything we do. As the face of First in your community, you’ll have a positive impact on others.

Apply today and get your career on the road with First Student!

• All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. First is also committed to providing a drug-free workplace. First Student will consider for employment qualified applicants with criminal histories consistent with the requirements of the San Francisco Fair Chance Ordinance, Los Angeles (City) Fair Chance Ordinance, Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act, and any other fair chance law. Philadelphia’s Fair Criminal Record Screening Standards Ordinance Poster is at this link or upon request https://www.phila.gov/media/20210423160847/Fair-Chance-Hiring-law-poster.pdf.

The Los Angeles County Fair Chance Act Ordinance for Employers is available to review at: https://library.municode.com/ca/los_angeles_county/ordinances/code_of_ordinances?nodeId=1276258

In the state of Washington, all technician and driving positions, including but not limited to van drivers and any other position requiring employees to drive a company-owned vehicle, are considered safety-sensitive and are therefore subject to drug and alcohol testing, including cannabis.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. First is also committed to providing a drug-free workplace. First will consider for employment qualified applicants with criminal histories consistent with the requirements of the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Ordinance, and any other fair chance law. Philadelphia’s Fair Criminal Record Screening Standards Ordinance Poster is at this link or upon request https://www.phila.gov/media/20210423160847/Fair-Chance-Hiring-law-poster.pdf.