Manager, Fleet Client Services

About the role

The Manager of Fleet Client Services will lead and provide directions for the scheduling team to optimize work volumes and staffing levels, ensuring operational efficiency and excellent customer service. Maintains positive relationships with all site/market customers and internal business leaders.

Responsibilities

• Maintain and grow a portfolio of Fleet Maintenance clients in a high-volume market, potentially encompassing multiple small to medium markets within an assigned geographic territory.
• Manage client retention and expansion, driving a continuous revenue stream resulting in high technician efficiency and client satisfaction.
• Act as a manager-level escalation point for complex customer issues.
• Make decisions and manage accounts to ensure they achieve measurable results from the product, implementing a robust performance management process aligned with organizational expectations.
• Ensure the team meets and exceeds revenue and customer churn goals for the assigned market(s).
• 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 leadership.
• Partner and communicate effectively with the national and regional Sales teams to maximize opportunities to provide value to the client.
• Provide leadership and direction to the scheduling team who will coordinate services to meet the needs of the client(s).
• Strategically align Cox Automotive's suite of products and services to ensure client success.
• Serve as the key point of contact for both internal and external clients, addressing escalations and inquiries.
• Cultivate and maintain positive working relationships with clients to ensure a superior and positive client experience.
• 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 to turnaround status/performance.
• Utilize methods to closely monitor system 'red flags'/emergencies with clients and take immediate action.
• Attend customer meetings as a Cox management representative.
• Strategically lead and maintain transparent communication by disseminating organization information effectively through comprehensive means, including department meetings, one-on-one sessions, targeted email communications, Teams chats, and regular interpersonal engagements.
• 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.
• Visibly demonstrate safety commitment by following all safety and health procedures and modeling the behaviors related to such.
• Work in cooperation with safety leadership in support of all safety activities aligned with Safety Excellence.

Requirements

• Bachelor's degree in a related discipline and 6 or more years of experience in account management and client engagement.
• The right candidate could also have a different combination, such as a master's degree and 4 years of experience; a Ph.D. and up to 1 year of experience; or 10 years of experience in a related field.
• At least 1 year in a management or leadership role.
• Travel required: up to 40%.
• Safe Drivers needed; Valid driver's license required.

Qualifications

• Minimum qualifications: Bachelor's degree in a related discipline and 6 or more years of experience in account management and client engagement.
• 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.
• Ability to achieve business results through influence, executive presence, strategic thinking, and effective problem-solving skills.

Skills

• Strategic leadership and oversight of the department.
• Relationship management and strategic reporting.
• Decision-making and management of accounts to ensure measurable results.
• Client retention and expansion strategies.
• Effective negotiation and communication skills.
• Leadership and direction of the scheduling team.
• Strategic alignment of products and services to ensure client success.
• Customer service and relationship management.
• Monitoring and addressing client, market, and competitor activity.
• Problem-solving and action planning for 'at-risk' clients.
• Communication and transparency in disseminating organization information.
• Strategic and transparent communication practices.
• Safe driving and adherence to safety and health procedures.

Benefits

• A competitive salary and top-notch bonus/incentive plans.
• Exceptional work-life balance, flexible time-off policies, and accommodating work schedules.
• Comprehensive healthcare benefits, including multiple options for individuals and families.
• Generous 401(k) retirement plans with company match.
• Inclusive parental leave policies, plus comprehensive fertility coverage and adoption assistance.
• Professional development and continuing education opportunities.
• Access to financial wellness/planning resources.