Senior Manager, Client Services (Fleet Services)

Company

Cox Automotive - USA

Job Family Group

Vehicle Operations

Job Profile

Sr Manager, Client Services FS - CAI

Management Level

Sr Manager - People Leader

Flexible Work Option

Hybrid - Ability to work remotely part of the week

Travel %

Yes, 50% of the time

Work Shift

Day

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.

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