Client Performance Manager III - Central Dispatch by Cox Automotive

Company

Cox Automotive - USA

Job Family Group

Customer Care Group

Job Profile

Client Performance Manager III

Management Level

Individual Contributor

Flexible Work Option

Hybrid - Ability to work remotely part of the week

Travel %

Yes, 25% of the time

Work Shift

Day

Compensation

Compensation includes a base salary of $77,800.00 - $116,800.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

Job Description

*Candidates should be experienced with and posses knowledge around API connectivity, software providers/technology, and sales strategy.

The Client Performance Manager III will build and maintain positive working relationships with external clients to retain and grow their business.  The performance manager will establish a sales strategy that will ensure client needs are the driving force behind priorities, decisions and activities designed to ensure client retention and product utilization. The performance manager will monitor and analyze account performance, applying problem-solving skills and strategic insight to deal creatively with emerging situations and help clients accomplish stated goals and objectives.

• Manages client performance and retention through robust ongoing client engagement in support of Central Dispatch
• Assesses client account opportunities and risks
• Works cross-functionally to coordinate planned client engagement activity and ensure delivery of agreed-upon services and solutions
• Strives to minimize churn from assigned client relationships and encourage increased adoption of new capabilities and services
• Generates additional business / revenue by harvesting existing accounts for expansion and product upsells.
• Identifies and recommends Client Performance Account Management best practices and supports continuous improvement across the function
• Contribute to customer satisfaction by consistently meeting and/or exceeding expectations and commitments by providing a high level of customer service to both internal and external customers; by solving customer problems quickly and effectively. 
• Work directly, professionally and collaboratively with Clients, internal teams (Product, Implementation, Operations, etc.), and other cross-functional teams as required to meet client needs.
• Maintain expected level of client engagement on a monthly basis in an effort to drive product utilization, performance, and minimize potential client churn risk.
• Perform other duties as assigned or needed

Required Qualifications

• Bachelor's degree in a related discipline and 4 years' experience in a related field. The right candidate could also have a different combination, such as a master's degree and 2 years' experience; a Ph.D. and up to 1 year of experience; or 8 years' experience in a related field.

Preferred Qualifications 

• API Knowledge / Technology experience with a good understanding of API connectivity.
• Strategy development with enterprise carriers highly preferred.
• Sales Strategy experience
• Proficient in Microsoft suite of technologies, screen share technologies and other relevant software systems
• Ability to communicate in a way that retains audience engagement
• Exceptional listening skills and to be able to detect problems/risks without being in a face-to-face situation, ability to ask open-ended questions to provoke thoughtful disruption
• Client focus and strong customer service skills/approach
• Persistent and proactive highly motivated self-starter passionate about client satisfaction
• Ability to work remote, nearly autonomously under moderate supervision with ability to follow departments standard practices and procedures
• Desire to work in a highly collaborative atmosphere through remote technologies
• Ability and eagerness to learn complex technology and basic understanding of web-based systems
• Ability to travel potentially up to 50% although the exact amount may vary depending on client demands, travel consists of in market and overnight or occasional weekends

Drug Testing

To be employed in this role, you’ll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal und