Customer Success Manager at Moove

About The Role

• The Customer Success Manager will manage the driver lifecycle and fleet operations, including strategy, compliance, cost reduction, and customer experience. This involves building and managing a team, analyzing data, and collaborating with other teams to optimise operations. The CS manager will ensure that the drivers are satisfied and perform their best to achieve set KPIs.

What You’ll Be Doing

• Own the overall performance of the Performance and Customer Support sub-teams.
• Build and manage a team to build processes for and manage driver lifecycle and performance.
• Oversee the handling of escalations and managing conflict resolutions with our customers.
• Work closely with the Sales and Onboarding team to ensure our customers are onboarded seamlessly.
• Supporting operational driver safety and compliance
• Contributing to the budgeting process from a Fleet Operations perspective.
• Liaising with peers within the region & company to share knowledge and optimise operations.
• Monitoring driver behaviour and ensuring a high level of customer service.
• Analyzing data to increase business operational efficiency.
• Collaborate with marketing teams to initiate local creative strategies and user growth campaigns
• Recommend improvements to the product models to ensure that products are affordable and attractive to our driver partners
• Set team KPIs and build a high-performing team.

What You Will Need For This Position

• Proven work experience as a Customer Success Manager or similar role
• Data analysis skills.
• Ideally 6+ years of similar experience in Customer Service functions.
• Candidates must have excellent communication skills.
• Experience working with brand image and promoting value through customer experience
• Must possess excellent team management and leadership skills.
• Analytical mindset and good problem-solving skills.
• Candidates must be data-centric.
• Growth mindset to scale up products and new geographies.
• Candidates will be subject to analytical test prior to interviews

Key Metrics
Primary Metrics

• 100% collection rate - Ensure we achieve a 100% target on our revenue collections.
• 100% vehicle utilisation of active fleet- Ensure that the assigned vehicles in our fleet are in use.
• 100% daily and weekly active drivers - Ensure that all the drivers in our fleet are active weekly and monthly.
• Customer satisfaction survey score of at least 85%.
• Achieve 100% of target Supply hours and Trips per hour.
• Support resolution time under 24 hours.

Secondary Metrics

• Overall Fleet Growth.
• Ensure driver compliance with inspections, maintenance, and safety procedures.