[Hiring] Manager, Fleet Client Services @Cox

Role Description

The Manager of Fleet Client Services will lead and provide directions 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.

The Manager of Fleet 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, driving a continuous revenue stream resulting in high technician efficiency and client satisfaction.
• Acting as a manager-level escalation point for complex customer issues.
• Making decisions and managing accounts to ensure measurable results from the product.
• Implementing a robust performance management process aligned with organizational expectations.

Due to the requirements of the role and travel throughout the assigned territory, the ideal candidate would reside in New Jersey, Philadelphia, PA, or Long Island, NY.

Here’s more of what you can expect when you step up to the plate:

• High level of strategic leadership, oversight, and responsibility for the overall operation of the department.
• Focus on relationship management, strategic reporting, and advocating for team needs at a higher organizational level.
• Meeting and exceeding revenue and customer churn goals for the assigned market(s).
• Building and maintaining client relationships to ensure exceptional customer experience.
• Evaluating growth opportunities by client needs and market trends.
• Working effectively with the national and regional Sales teams to maximize opportunities.
• Responsible for annual sales targets and customer churn metrics.
• Partnering and communicating consistently with Field Operations.
• Providing leadership and direction to the scheduling team.
• Utilizing a deep understanding of the fleet maintenance business to ensure client success.
• Serving as the key point of contact for both internal and external clients.
• Monitoring client, market, and competitor activity.
• Identifying and working with ‘at risk’ clients.
• Using methods to monitor system ‘red flags’/emergencies with clients.
• Attending customer meetings as a Cox management representative.
• Leading and maintaining transparent communication across various channels.
• Collaborating with other departments and leadership to ensure high quality of customer service.
• Demonstrating safety commitment by following all safety and health procedures.
• Performing any other duties assigned.

Qualifications

• Bachelor’s degree in a related discipline and 6 or more years of experience in account management and client engagement.
• At least 1 year in a management or leadership role.
• Travel required: up to 40%.
• Safe Drivers needed; Valid driver’s license required.

Requirements

• Degree in a related field strongly desired (sales, marketing, finance, business, etc.).
• Experience in the fleet or automobile industry preferred.
• Proven track record of successfully building relationships, consulting, and selling value-added service solutions.
• Adaptable, results-oriented with proven ability to meet and exceed sales targets.
• Skilled in effective negotiation techniques with strong verbal and written communication skills.
• Ability to foster productive and professional internal and external business relationships.
• Ability to achieve business results through influence, executive presence, strategic thinking, and effective problem-solving skills.

Benefits

• A competitive salary and top-notch bonus/incentive plans.
• A pro-sales culture that honors contributions to success.
• Exceptional work-life balance, flexible time-off policies, and accommodating work schedules.
• Comprehensive healthcare benefits, with multiple options for individuals and families.
• Generous 401(k) retirement plans with company match.
• Inclusive parental leave policies, plus comprehensive fertility coverage and adoption assistance.
• Professional development and continuing education opportunities.
• Access to financial wellness/planning resources.