Customer Success Manager

Dropoff, Inc.

Dropoff, Inc.

Administration
Austin, TX, USA
Posted on Saturday, July 6, 2024

Company Overview

Dropoff provides reliable same-day delivery to enable businesses to meet rising customer expectations. National leaders in healthcare, retail, and an industrial partner with us to fulfill customer needs, professional drivers, and proactive customer service. We are transforming the same-day delivery experience which is expected to be a $30 billion dollar business by 2025 in the United States. Rated as one of the best places to work in Austin, TX by the Austin American-Statesman and a proud recipient of Inc 5000’s Fastest Growing Private Companies in America, our sophisticated logistics platform allows enterprise businesses to gain visibility into their deliveries, improving customer experience and streamlining operations.

For more information about how Dropoff is shaping the future of same-day delivery, visit https://www.dropoff.com

The Opportunity

Searching for your next challenge? Dropoff is looking for a Customer Success Manager (CSM). The CSM will work closely with other team members to coordinate internal activities necessary to maintain service levels and will be the primary client contact of assigned Enterprise Accounts to support daily operations and ensure excellent service. This position reports to the Vice President of Customer Experience & Technology

*This is a fully remote position*

Responsibilities

  • Serve as the main point of contact for clients on day to day operations including near real-time acknowledgement of incoming requests, expectations setting on response times with the clients and responses/follow ups performed in a timely manner that meet/exceed set expectations (e.g., be the quarterback)

  • Work closely with Customer Service, Dispatch, Field Ops and Sales on client requests and concerns including coordinating action plans and responses

  • Monitor on-time delivery performance, revenue, margins, and billing. Proactively communicate clients metrics internally and reasons for variances. Work across departments to strategize and implement on how to improve results

  • Develop and execute communication plan with clients (meetings, monthly reporting, etc)

  • Generate and communicate performance reports for clients and submit on set cadence (monthly)

  • Be the customer advocate internally and have a strong pulse on the customer’s needs

  • Participate in the onboarding process for new clients and expansions including development and execution of Standard Operating Procedures for external and internal reference/use, set up of delivery orders (one-ways, routes), and promotion of the use of the Dropoff platform

  • Provide proactive training and feedback to clients on how to leverage the Dropoff platform and possibly API for order placement and reporting

  • Be a subject matter expert in the Dropoff platform and back end systems

Minimum Qualifications

  • College degree preferred

  • 3-5 years of customer service experience

  • Excellent written and oral communication skills

  • Excellent problem solving, data analysis, and time management skills

  • Self-motivated, positive attitude, ability to multitask

  • Proficient with technology for communication and reporting

  • Quick learner with the unrelenting positive attitude required to manage a varied customer portfolio

Preferred Qualifications

  • Proficient in utilizing Microsoft Word, Excel and Google Docs, customer relationship management software, internet tools, and web applications

  • Previous experience with customer service with demonstrated ability to manage stressful, time-sensitive issues and customer escalations.

  • Positive attitude with a strong desire to be part of a fast-growing company

Dropoff Benefits

  • Stock options (every employee is an owner in the company)

  • Competitive Healthcare Plan for you and your dependents (we help you out with the cost!)

  • Flexible vacation policy (work/life balance is important to us!)

  • Culture (We are an inclusive team who celebrates our unique talents)

  • Room to grow your career (we encourage internal career progression and are proud to see our team members take on new roles!)

Dropoff is 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, sexual orientation, national origin, genetics, disability, age, or veteran status