Client Implementation Leader

Requisition #: 19043
Functional Area:  Client Implementation; Client Service; Leadership
Employment Type:  Full-Time
Work Options:  In Office / Partial Remote from Neenah/Appleton/Oshkosh area #LI-Hybrid
Work Hours:  8:00 - 4:30

Position Summary

J. J. Keller has a leadership opening in our Managed Services department! The Managed Services department is responsible for assisting our clients in managing their regulatory compliance activities. This department is comprised of fleet and regulatory compliance experts who our clients rely on to off-load the time consuming/complex tasks of managing driver safety and vehicle compliance. Our internal team of 450+ compliance associates perform work to ensure our clients stay up-to-date on various regulatory requirements.

 

The Client Implementation Leader oversees the activities of a team of Client Service associates who are responsible for ensuring the successful implementation of services for clients, both new and existing. 

 

This position requires you to reside in the Neenah, WI surrounding area and can be worked a combination of at our corporate campus and from home. 

Benefits and Perks

• 17 days of PTO + 8 Paid Company Holidays + 1 Paid Floating Holiday 
• Quarterly Bonus Program + Annual Bonus Program 
• Annual Reviews + Merit Increases 
• Career Growth Opportunities
• Medical + Dental + Vision Insurance
• 401(k) with Employer Match + Company-funded Profit Sharing

Job Responsibilities

• Leads, develops and coaches team:
  • Provides clear expectations, feedback and recognition
  • Participates in the hiring/selection process
  • Writes and conducts performance evaluations and progress reports
  • Handles associate relations issues 
• Delivers results in line with the following key metrics/accountabilities:
  • Revenue and gross margin objectives
  • Client loyalty and retention objectives
  • Service line productivity metrics
  • Associate retention
  • Budget control
• Maintains superior client relationships by:
  • Focusing on client compliance
  • Participating in client status calls
  • Identifying, addressing, resolving and communicating issues in a timely manner
  • Actively participating in client business reviews
• Designs and implements processes to support new services, to include the following:
  • Efficient workflow
  • Documentation
  • Training
  • Productivity metrics
• Manages the implementation and delivery of new services, including client support and operational activities.  
• Facilitates business process improvement initiatives for the department and the company, along with building recognizable sustained improvements for the client on services that are provided.
• Acquires and maintains expertise with state and federal DOT transportation regulations and vehicle legalization requirements.
• Maintains an environment that is focused on providing high quality services and outstanding client service. Facilitates proactive account management principles, inter-service communication and business unit integration.
• Manages expenses in line with departmental budgets and corporate business conditions.
• Maintains confidentiality of client information under the FCRA, HIPAA, and other regulatory entities.
• Adheres to the department's data security policies pertaining to FCRA, ISO 27001, and the protection of PII (Personally Identifiable Information).
• Carries out responsibilities in a fair, ethical and non-discriminatory manner and ensures that staff follows these same guidelines.　
• Enforces and supports all company policies and procedures. Fully supports the company's commitment to safety and the environment and strives to maintain a clean, healthy and safe workplace.　

Qualifications

Experience:

• 5+ years of experience in a client-facing leadership role..
• Prior process improvement experience required with exposure to Business Process Improvement methodologies and tools a plus.
• Prior experience within the transportation/vehicle legalization industry desirable.

Education:

• Bachelor's Degree in business-related field.
• In lieu of bachelor's degree, additional 3 years of closely related work experience may be considered.

Other Skills/Qualifications:

• Demonstrated ability to build rapport and maintain a positive working relationship with key client contacts.
• Ability to develop and implement operational procedures.
• Strong verbal and written communication skills.
• Strong organizational and project management skills.
• Independent analytical thinkin