Manager, Client Services (Fleet Services)

The Manager of 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. 

What You’ll Do: 

The Manager of Client Services is responsible for managing and growing a portfolio of Fleet Maintenance clients in a high-volume market, potentially encompassing multiple small to medium markets within an assigned geographic territory. The primary responsibilities include client retention and expansion, ultimately driving a continuous revenue stream resulting in high technician efficiency and client satisfaction. Acts as a manager-level escalation point for complex customer issues. This role is responsible for making decisions and managing accounts to ensure they achieve measurable results from the product, implementing a robust performance management process aligned with organizational expectations, and utilizing tools for goal accomplishment. 

Here’s more of what you can expect when you step up to the plate: 

• The Manager role involves a high level of strategic leadership, oversight, and responsibility for the overall operation of the department. It includes a more significant focus on relationship management, strategic reporting, and advocating for team needs at a higher organizational level. 

• Responsible for meeting and exceeding 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 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). 

• Utilizing a deep understanding of the fleet maintenance business and clients’ business models, strategically align Cox Automotive’s suite of products and services to ensure client success. 

• Serves 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. 

• To identify and work with ‘at risk’ clients, determining appropriate action plans for turnaround status/performance. 

• Using methods provided 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. As a Senior Manager, ensure that communication practices align with the organization's overarching goals, fostering a culture of openness and collaboration across various channels. 

• Collaborates 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. 

• Perform any other duties assigned 

Who you are: 
Minimum Qualifications: 

• 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 are needed; a Valid driver’s license is required.  

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