Senior Manager, Client Services (Fleet Services)

Cox; Medley (FL); On-site; USD 83,000 - 126,000; Full time

Job summary

Cox is seeking a Senior Manager of Client Services to oversee the scheduling team and manage Fleet Maintenance clients. This role emphasizes client retention, strategic leadership, and operational efficiency, ensuring exceptional customer experiences. The ideal candidate will have a strong background in management and a proven track record in the fleet or automobile industry.

Benefits

Flexible vacation policy

Paid holidays

Paid wellness hours

Parental leave

Bereavement leave

Qualifications

• 8+ years experience in a related field, or equivalent combinations.
• 3+ years in a management/leadership role.

Responsibilities

• Lead scheduling team to optimize work volumes and staffing.
• Manage and grow a portfolio of Fleet Maintenance clients.
• Ensure operational efficiency and excellent customer service.

Skills

Leadership

Relationship Management

Strategic Thinking

Problem Solving

Sales

Education

Bachelor's degree in a related discipline

Master's degree

Ph.D.

Job description

The Senior Manager of Client Services will lead and provide direction 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 Senior 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 Sr. Manager role involves a higher 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 with 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 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 are needed; a valid driver's license is required.

Preferred Qualifications:

• A degree in a related field is strongly desired (sales, marketing, finance, business, etc.).
• Bilingual in English and Spanish

• 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.

• Consistency drives results through influencing with analytical support.

• Skilled in developing and finalizing business case scenarios.

• 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.

Come join the Cox family of businesses and make your mark today!

USD 83,700.00 - 125,500.00 per year

Compensation:

Compensation includes a base salary of $83,700.00 - $125,500.00. The salary rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's experience. In addition to the salary range identified herein, this role is also eligible for an annual incentive/commission target of $28,000.00.

Benefits:

The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of 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.