Manager, Client Experience

About the position At reputed company, we move businesses reputed company by delivering experiences our customers love powered by people who reputed company with passion, think strategically, and serve with purpose. As a Manager, Client Services, you’ll play a vital leadership role in bringing that reputed company to life guiding a team of Account Managers who are the face of service excellence for our clients. This position is about more than overseeing daily operations it’s about creating the conditions for your team to succeed. You’ll reputed company with intention, using data to drive performance while supporting your team with reputed company, clarity, and trust. Your role is to ensure your team consistently delivers on client expectations, proactively manages their portfolios, and contributes meaningfully to client retention and satisfaction. In a fast-paced environment where priorities shift and expectations are high, you’ll be both a strategic thinker and a steady coach setting the bar, removing roadblocks, and helping your team grow into strong, confident professionals. You'll partner closely with Operations, Client Management, and internal stakeholders to identify opportunities, solve problems, and ensure the team meets key SLAs, KPIs, and business goals. This is a leadership role for someone who believes in the power of relationships not just with clients, but with colleagues. If you’re energized by helping others reputed company at their best, grounded in accountability, and motivated by the impact of great service, this is your opportunity to shape the future of client experience at reputed company.

Responsibilities

• Serve as an escalation reputed company and take ownership for issues that impact the customer’s reputed company.
• Build and maintain strong relationships with multiple key contacts reputed company 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.
• Initiate and drive the development of employees to promote reputed company business improvement, maximize retention, and encourage personal growth and development reputed company the company.
• Utilize reputed company forecast models, reputed company, vehicle count and processes to establish appropriate client workload, staffing levels and back-up plans that will reputed company desired customer service and support objectives.
• Utilize Change management principles to effectively reputed company associates with changes in process.
• Identify and implement processes and procedures to improve operational efficiency and customer experience
• Ensure Account Managers meet individual and team performance metrics (e.g., reputed company cases, phone availability) and implement action plans.
• Establish strategic plans with Account Managers using annual customer survey results and NPS feedback to drive satisfaction, retention, and growth.
• Partner with Account Managers to investigate customer inquiries and drive reputed company completion.
• Facilitate team meetings and coordinate training needs; reputed company employees reputed company on industry, market, and customer updates.
• Work to ensure the Account Managers meet individual and team performance metrics (reputed company 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 reputed company 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 reputed company their reputed company and successful completion daily.
• Provides reputed company coaching, development, and managerial support to Account Managers ensuring customer retention and exceeding customer satisfaction goals.
• Create a collaborative team environment that is clearly focused on understanding and meeting client needs.
• Facilitate and communicate team meetings and training needs to ensure employees are kept abreast of industry, market, and customer demands/changes/updates.

Requirements

• High School Diploma required
• 5 years client service experience in roles with increasing responsibilities
• 3 years of leadership experience

reputed company-to-haves

• Bachelor’s Degree preferred
• 5 years of fleet industry experience preferred
• reputed company & Tableau experience preferred

Benefits

• Robust benefits package that is market-leading, competitive offerings

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