Client Relationship Manager II

About the role

Cox Fleet is currently hiring a Client Relationship Manager II for Telematic Operations. The Client Relationship Manager will be responsible for overseeing and optimizing 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 the primary focus being on connected vehicle solutions.
• Develop customer trust and relationships with key decision makers to develop growth opportunities and support customer retention.
• Work to 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 issues 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 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 ensuring 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 seeking opportunities to innovate and improve connected vehicle services and operations.
• 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 organization.
• Degree in related discipline strongly desired.