Client Relationship Manager II

Headquartered in Indianapolis, Cox Fleet has grown to become one of the largest fleet maintenance companies in the country. Cox Fleet is the leading provider of on-site mobile maintenance and repair services nationwide, offering mobile on-site fleet service for light, medium, and heavy-duty trucks and trailers. We also service customers through our 20+ nationwide service centers, each offering accident repair, painting, refurbishment, and heavy mechanical repair. We are supported by a 24/7 in-house call center and provide scheduled maintenance services and unscheduled services to fleets anywhere, anytime.

About the role

The Client Relationship Manager will oversee and optimize the performance of connected vehicle services provided to external customers. This role requires a strong analytical mindset, excellent customer relationship skills, and a deep understanding of connected vehicle systems.

Responsibilities

• Take ownership of specific telematic customer accounts with a primary focus on connected vehicle solutions.
• Develop customer trust and relationships with key decision-makers to drive growth opportunities and support customer retention.
• Understand the needs and priorities of the customer and identify potential areas of improvement.
• Manage customer inquiries and disputes.
• Work with all Cox departments to explore customer relationship growth and resolve customer issues.
• Communicate with customers throughout the process of dispute resolution and negotiations.
• Perform daily reviews of customer reports as well as events flagged for quality control issues. Identify current and potential issues and address appropriate members of the operations and sales teams to ensure corrective actions are made in support of proper procedures/processes.
• Prepare and present Business Reviews as well as Project Insight reviews.
• Take a key role in Project Insight reviews, participating in meetings to assemble presentations as well as attending customer meetings where applicable.
• Travel to customer sites as relationship support requires.
• Participate in customer site visits to Cox and lead operational tours.
• Proactively engage with customers, providing recommendations backed by supporting data.
• Continuously monitor and analyze the performance of connected vehicle systems used by external customers to ensure optimal functionality and efficiency.
• Build and maintain strong relationships with customers, understand their needs, and ensure their satisfaction with connected vehicle services.
• Analyze connected vehicle data to identify trends, issues, and opportunities for improvement.
• Prepare and present detailed performance reports to customers and internal stakeholders.
• Develop and implement strategies to improve the performance and reliability of connected vehicle services.
• Provide technical support and troubleshooting for customers' connected vehicle systems.
• Educate customers on the use and benefits of connected vehicle systems, providing training as needed.
• Ensure that all connected vehicle operations comply with relevant security and privacy regulations.
• Work closely with boundary partners within the organization to provide the best support and/or solution for the customer.
• Continuously seek opportunities to innovate and improve connected vehicle services and operations.
• Perform other duties and projects as assigned.

Qualifications

• Minimum Bachelor's degree in a related discipline and 2 years' experience in a related field. The right candidate could also have a different combination, such as a master's degree and up to 2 years' experience, or 6 years' experience in a related field.
• Excellent skills to work effectively with teams throughout the organization.
• Preferred degree in a related discipline strongly desired.

Pay

Compensation includes a base salary in the range of $55,600.00 - $83,400.00 per year. The base salary may vary within the anticipated range based on factors such as location and the selected candidate's knowledge, skills, and abilities. The position may also be eligible for additional compensation through an incentive program.

Benefits

• Flexible vacation policy allowing employees to take as much paid vacation as they deem consistent with their duties, the company's needs, and its obligations.
• Seven paid holidays throughout the calendar year.
• Up to 160 hours of paid wellness time annually for personal wellness or that of family members.
• Additional paid time off for bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.