Leads a team of Account Managers that are responsible for all day-to-day requests, processes, and for executing proactive management of a portfolio of customers. Implements policies and procedures for the work team that ensures customer satisfaction, while actively meeting customer SLA/KPI, and contributing to the effective resolution of customer issues. Contributes to setting and attaining departmental/corporate performance and fiscal goals and objectives. Effectively manages customer relationships with varying level of contacts within an organization.
The Manager, Client Services partners with Operation Leaders, Client Management, and other key internal stakeholders to help our clients reduce operational costs, identifying potential areas for improvement, and recommending solutions to achieve operational efficiency.
KEY RESPONSIBILITIES:
Work to ensure the Account Managers meet individual and team performance metrics (Salesforce cases, phone availability) and implement action plans as needed
Work with each Account Manager to establish a strategic plan incorporating annual customer survey results along with NPS Feedback for all customers and work with Account Managers to ensure complete customer satisfaction, retention, and growth
Partner with Account Managers to investigate customer inquiries, determine next steps, and achieve their prompt and successful completion daily
Provides continuous coaching, development, and managerial support to Account Managers ensuring customer retention and exceeding customer satisfaction goals.
Serve as an escalation point and take ownership for issues that impact the customer's success.
Uses discretion to escalate customer issues/employee issues to senior leaders as appropriate
Build and maintain strong relationships with multiple key contacts within your assigned team's customer portfolio
Professionally addresses job performance issues such as attendance and interpersonal conflicts in the workplace
Reward and recognize favorable behaviors to enhance group effectiveness of team members
Create a collaborative team environment that is clearly focused on understanding and meeting client needs
Initiate and drive the development of employees to promote continuous business improvement, maximize retention, and encourage personal growth and development within the company
Facilitate and communicate team meetings and training needs to ensure employees are kept abreast of industry, market and customer demands/changes/updates
Utilize capacity forecast models, Salesforce, vehicle count and processes to establish appropriate client workload, staffing levels and back-up plans that will achieve desired customer service and support objectives
Utilize Change management principles to effectively lead associates with changes in process
Identify and implement processes and procedures to improve operational efficiency and customer experience
SKILLS/COMPETENCIES:
Strong leader and motivator
Significant operations experience in a high volume, multi-faceted/skilled, diverse client environment
Strong customer service and customer relationship skills
Change agent and flexible to drive change within the organization
Ability to think at a high level, multitask, and plan ahead
Exceptional verbal and written communication skills, both soft and influencing skills
Ability to handle multiple priorities and high volume of work
Create and manage cross-functional teams and gain consensus from other departments for key service and operations initiatives
Effective project management skills with a proven track record of successful implementations
Excel, Word, and PowerPoint expertise
Working knowledge of Salesforce
EDUCATION and/EXPERIENCE:
Bachelor's Degree or equivalent experience in related field
5 years client service experience in roles with increasing responsibilities
2 years of Team lead or Supervisor experience
5 years of fleet industry experience preferred
PHYSICAL DEMANDS
20% Travel
Hybrid role - in office and work from home
EEO Statement
Wheels is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.
Wheels is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law. Wheels is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.
