Manager – Client Services – Fleet Services

Manager – Client Services – Fleet Services

Requirements

• Bachelor’s degree in a related discipline and 6 or more years of experience in account management and client engagement.
• At least 1 year in a management or leadership role.
• Travel required: up to 40%.
• Safe Drivers are needed; a Valid driver’s license is required.

Responsibilities

• Lead and provide directions for the scheduling team to optimize work volumes and staffing levels, ensuring operational efficiency and excellent customer service.
• Manage and grow a portfolio of Fleet Maintenance clients in a high-volume market.
• Client retention and expansion, driving a continuous revenue stream resulting in high technician efficiency and client satisfaction.
• Acts as a manager-level escalation point for complex customer issues.
• Make decisions and manage accounts to ensure they achieve measurable results from the product.
• Implement a robust performance management process aligned with organizational expectations.
• Utilize tools for goal accomplishment.
• Build and maintain client relationships and ensure exceptional customer experience.
• Evaluate growth opportunities by client needs and market trends, assess business options to address those needs, and make recommendations to leaders.
• Work effectively with the national and regional Sales teams to maximize opportunities to provide value to the client.
• Responsible for annual sales targets and customer churn metrics.
• Partner and communicate consistently with Field Operations as they are impacted by changes in client accounts.
• Provide leadership and direction to the scheduling team who will coordinate services to meet the needs of the client(s).
• Monitor client, market, and competitor activity and provide feedback to the team leaders on key changes and business needs.
• Identify and work with ‘at risk’ clients, determining appropriate action plans for turnaround status/performance.
• Attend customer meetings as a Cox management representative.
• Collaborate with other departments, physical sites, and leadership – ensuring ongoing communication, coordination of activities, and a high quality of customer service both internally and externally.

Preferred Qualifications

• Degree in a related field strongly desired (sales, marketing, finance, business, etc.).
• Experience in the fleet or automobile industry preferred.
• Proven track record of successfully building relationships, consulting, and selling value-added service solutions.
• Adaptable, results-oriented, and proven ability to meet and exceed sales targets.
• Skilled in effective negotiation techniques with strong verbal and written communication skills required.
• Ability to foster productive and professional internal and external business relationships required.