Senior Manager, Client Services (Fleet Services)

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

Job summary

A leading company is seeking a Senior Manager of Client Services to oversee a scheduling team and manage Fleet Maintenance clients. This role involves strategic leadership, client relationship management, and driving revenue growth. The ideal candidate will have extensive experience in management and a strong background in the automotive industry, ensuring exceptional customer service and operational efficiency.

Benefits

Flexible vacation

Paid holidays

Wellness hours

Qualifications

• 8+ years of experience in a related field.
• 3 years in management/leadership roles.

Responsibilities

• Lead and optimize scheduling team for operational efficiency.
• Manage and grow a portfolio of Fleet Maintenance clients.
• Meet revenue and customer churn goals.

Skills

Relationship Building

Consulting

Sales

Strategic Thinking

Problem Solving

Education

Bachelor's degree

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 manages and grows a portfolio of Fleet Maintenance clients in a high-volume market, potentially across multiple small to medium markets within an assigned geographic territory. Responsibilities include client retention and expansion, driving revenue, high technician efficiency, and client satisfaction. Acts as a manager-level escalation point for complex customer issues, makes decisions, manages accounts, and implements performance management aligned with organizational expectations using appropriate tools.

Key responsibilities include:

• Providing strategic leadership and oversight for the department, focusing on relationship management, reporting, and advocating for team needs.

• Meeting and exceeding revenue and customer churn goals.

• Building and maintaining client relationships and ensuring an exceptional customer experience.

• Evaluating growth opportunities based on client needs and market trends, assessing business options, and making recommendations.

• Collaborating with Sales teams to maximize value provided to clients.

• Managing annual sales targets and churn metrics.

• Partnering with Field Operations to coordinate client account impacts.

• Providing leadership to the scheduling team to meet client needs.

• Aligning Cox Automotive’s products and services strategically to ensure client success, based on a deep understanding of the fleet maintenance business.

• Serving as the key contact for internal and external clients, addressing escalations, and maintaining positive relationships.

• Monitoring client activity, market, and competitors; providing feedback to team leaders.

• Identifying 'at risk' clients and developing action plans for turnaround.

• Monitoring system 'red flags' and emergencies, taking immediate action.

• Representing Cox in customer meetings.

• Leading and maintaining transparent communication through various channels, fostering a culture of openness and collaboration.

• Collaborating with other departments and leadership to ensure high-quality internal and external customer service.

• Demonstrating safety commitment by following procedures and supporting safety activities.

• Performing any other duties as assigned.

Who you are:

Minimum Qualifications:

• Bachelor's degree in a related discipline and 8+ years of experience, or alternative combinations as specified.

• At least 3 years in management/leadership roles.

• Travel required: up to 40%.

• Valid driver's license required for safe drivers.

Preferred Qualifications:

• Degree in related fields (sales, marketing, finance, business, etc.) preferred.

• Bilingual in English and Spanish preferred.

• Experience in fleet or automobile industry preferred.

• Proven ability in relationship building, consulting, and selling value-added services.

• Results-oriented with a track record of exceeding sales targets.

• Skilled in developing business cases and fostering productive relationships.

• Ability to influence, think strategically, and solve problems effectively.

Join the Cox family of businesses and make your mark today!

Salary Range: USD 83,700.00 - 125,500.00 per year, plus potential incentives of $28,000.00 annually.

Benefits include flexible vacation, paid holidays, wellness hours, and other leave options.

Applicants must be authorized to work in the U.S. without sponsorship.