Apply on Employer Site

Cox Enterprises · 2 days ago

Senior Manager, Fleet Client Services

Atlanta GA

Full-time

Hybrid

Senior Level, Lead/Staff, Director/Executive

$89K/yr - $134K/yr

8+ years exp

Cox Automotive is a leader in transforming the way the world buys, owns, sells cars. The Senior Manager of Fleet Client Services will lead a scheduling team to optimize work volumes and ensure operational efficiency while managing and growing a portfolio of Fleet Maintenance clients, focusing on client retention and satisfaction.

AdvertisingBroadcastingDigital MediaTelecommunications

Growth Opportunities

No H1B

Responsibilities

Lead and provide direction for the scheduling team to optimize work volumes and staffing levels, ensuring operational efficiency and excellent customer service

Maintain positive relationships with all site/market customers and internal business leaders

Manage and grow a portfolio of Fleet Maintenance clients in a high-volume market, encompassing multiple small to medium markets within an assigned geographic territory

Drive client retention and expansion, 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 measurable results from the product

Implement a robust performance management process aligned with organizational expectations

Utilize tools for goal accomplishment

Focus on relationship management, strategic reporting, and advocating for team needs at a higher organizational level

Meet and exceed 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 leader

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 with client accounts

Provide leadership and direction to scheduling team who will coordinate services to meet needs of the client(s)

Utilize a deep understanding of the fleet maintenance business and clients’ business models to 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 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

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

Collaborate with other departments, physical sites, and leadership to ensure 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

Perform any other duties assigned

Qualification

Fleet Maintenance ManagementClient Relationship ManagementSales Target AchievementBusiness Case DevelopmentStrategic ThinkingLeadershipProblem-SolvingCommunication SkillsAdaptability

Required

Bachelor's degree in a related discipline and 8 years or more experience in a related field. The right candidate could also have a different combination, such as a master's degree and 6 years or more experience; a Ph.D. and up to 3 years of experience; or 12 years or experience, or more, in a related field

At least 3 years in a management/leadership role

Travel required: up to 40%

Safe drivers needed, valid driver's license required