Join the Mike’s Mobile Wrenches Team

Responsibilities:

• The Manager of 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 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, ultimately driving a continuous revenue stream resulting in high technician efficiency and client satisfaction
• Acts as a manager-level escalation point for complex customer issues
• This role is responsible for making decisions and managing accounts to ensure they achieve measurable results from the product, implementing a robust performance management process aligned with organizational expectations, and utilizing tools for goal accomplishment
• The Manager role involves a high level of strategic leadership, oversight, and responsibility for the overall operation of the department
• It includes a more significant focus on relationship management, strategic reporting, and advocating for team needs at a higher organizational level
• 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, assess business options to address those needs, and make recommendations to leaders
• Work effectively with the national and regional Sales teams to maximize opportunities to provide value to the client
• Responsible for annual sales targets and customer churn metrics
• Partner and communicate consistently with Field Operations as they are impacted by changes in client accounts
• Provide leadership and direction to the scheduling team who will coordinate services to meet the needs of the client(s)
• Utilizing a deep understanding of the fleet maintenance business and clients’ business models, strategically align Cox Automotive’s suite of products and services to ensure client success
• Serves as the key point of contact for both internal and external clients, addressing escalations and inquiries
• Cultivate and maintain positive working relationships with clients to ensure a superior and positive client experience
• Monitor client, market, and competitor activity and provide feedback to the team leaders on key changes and business needs
• To identify and work with ‘at risk’ clients, determining appropriate action plans for turnaround status/performance
• Using methods provided to closely monitor system ‘red flags’/emergencies with clients and take immediate action
• Attend customer meetings as a Cox management representative
• Strategically lead and maintain transparent communication by disseminating organization information effectively through comprehensive means, including department meetings, one-on-one sessions, targeted email communications, Teams chats, and regular interpersonal engagements
• As a Senior Manager, ensure that communication practices align with the organization’s overarching goals, fostering a culture of openness and collaboration across various channels
• Collaborates with other departments, physical sites, and leadership – ensuring ongoing communication, coordination of activities, and a high quality of customer service both internally and externally
• Visibly demonstrate safety commitment by following all safety and health procedures and modeling the behaviors related to such
• Work in cooperation with safety leadership in support of all safety activities aligned with Safety Excellence
• Perform any other duties assigned

Education

Bachelor’s (Preferred)

Experience

Business Strategy & Management Occupations: 10 years (Preferred)