[Hiring] Manager, Fleet Client Services @Cox Enterprises

Role Description

This is a regional position. Preference will go to applicants living in or near Norfolk, VA, Raleigh, NC or Charlotte, NC.

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.

• Responsible for managing and growing a portfolio of Fleet Maintenance clients in a high-volume market.
• Primary responsibilities include client retention and expansion, driving a continuous revenue stream resulting in high technician efficiency and client satisfaction.
• Acts as a manager-level escalation point for complex customer issues.
• Responsible for making decisions and managing accounts to ensure measurable results from the product.
• Implement a robust performance management process aligned with organizational expectations.
• Travel on average 1-2 days per week, sometimes more.
• Ideal candidate would reside in Norfolk, VA, Raleigh, NC or Charlotte, NC, but this is not required.
• High level of strategic leadership, oversight, and responsibility for the overall operation of the department.
• 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.
• Work effectively with the national and regional Sales teams.
• Responsible for annual sales targets and customer churn metrics.
• Partner and communicate consistently with Field Operations.
• Provide leadership and direction to scheduling team.
• Utilize a deep understanding of the fleet maintenance business to ensure client success.
• Key point of contact for both internal and external clients, addressing escalations and inquiries.
• Monitor client, market, and competitor activity and provide feedback to team leaders.
• Identify and work with ‘at risk’ clients, determining appropriate action plans.
• Attend customer meetings as a Cox management representative.
• Lead and maintain transparent communication across various channels.
• Collaborate with other departments and leadership to ensure high quality of customer service.
• Demonstrate safety commitment by following all safety and health procedures.
• Perform 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.
• 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 and 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 what salespeople contribute to our 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.