[Hiring] Client Performance Manager III @Cox Enterprises

Role Description

The Client Performance Manager III will build and maintain positive working relationships with external clients to retain and grow business. The performance manager 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. This person must be based out of Phoenix, Arizona or Atlanta, Georgia.

• 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 accounts for expansion and product upselling.
• Identifies and recommends Client Performance Account Management best practices and supports continuous improvement across the function.
• Contributes 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.
• Works directly, professionally, and collaboratively with Clients, internal teams (Product, Implementation, Operations, etc.), and other cross-functional teams as required to meet client needs.
• Maintains expected level of client engagement on a monthly basis in an effort to drive product utilization, performance, and minimize potential client churn risk.
• Performs other duties as assigned or needed.

Qualifications

• Bachelor’s degree in a related discipline and 5+ years’ experience in a related field. The right candidate could also have a different combination, such as a master’s degree and up to 2 years’ experience; or 9 years’ experience in a related field.
• Requires strong knowledge of MS office tools and effective communication skills: written, verbal, and presentation.
• Exceptional client relationship and account management experience.
• Excellent time management, organization, and task prioritization skills.
• Willing and able to travel as needed and required (up to 50% day or overnight trips).
• Valid Driver’s License.

Requirements

• Extensive knowledge of automotive logistics platforms and operations.
• Knowledge of reporting platforms (e.g. Sisense; Tableau; Snowflake).

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.
• Up to 160 hours of paid wellness annually for their own wellness or that of family members.
• 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.