Job Description
The Client Relationship Manager III works independently monitoring all aspects of operations for select strategic clients. They are the expert on anything related to that client's work within operations. This position is critical due to the high touch requirements demanded to ensure client satisfaction and will fill the need for high touch client support allowing for better operational focus for driving the business. This position will work cross functionally with many teams across the organization as the operations point of contact for their assigned clients. The Client Relationship Manager III is a subject matter expert on all things related to operations.
What You'll Do
Contribute to customer satisfaction by consistently meeting and/or exceeding expectations and commitments by providing a high level of customer service to both internal and external customers; by solving customer problems quickly and effectively.
Work directly, professionally and collaboratively with operations team, client, product, implementation and other cross-functional teams as required to meet the client's needs.
Provide proactive communication to client related to operations status updates, as well as product and software enhancements.
Point of contact for escalations. Liaise and interact as voice for both company and client. Coordinate resolution to pivotal customer issues and concerns, safeguarding the business. Ensure clients are notified and remain updated of planned or unplanned deficiencies of services, from discovery through remediation.
Maintains strong working knowledge of operations status and follow up in relation to Service Level Agreements (SLA's).
Monitor customer satisfaction levels. Continually maintain awareness of client's business needs. Review and mitigate process gaps. Provide recommendations for business process efficiencies. Report notable concerns to leadership and provide suggestions for resolution.
Effectively lead calls with assigned client's and cross functional team members.
Project management, review, and updates to client on Dealertrack Action Plans / Supplier Action Plans / Root Cause Analysis.
Review and update Audit Results weekly/monthly.
Review quality misses and Field Issue Tracking (FIT) data provided by client and escalate concerns.
Client Invoice/Credit Review.
Ensure service modifications and enhancement requests are thoroughly vetted and outlined. Validate comprehensive documentation of requirements are detailed and clearly define company and client responsibilities. Confirm level of efforts are obtained by all appropriate stakeholders. Document and submit Service Request Forms, Projects Request, Change Control's, or like documentation.
Have comprehension of designated client's Agreements, Amendments, Statements of Work, Service Schedule's, Pricing and other agreement related documentation to help ensure all parties are in adherence. Notify leadership upon identification of discrepancies.
Adhere to established procedural controls and objective metrics to ensure accurate measurements of performance reporting. Comply with corporate policies and procedures.
Provide coverage of responsibilities in the absence of team members, peers or management.
Establish cadence and facilitate client meetings.
Perform other duties as assigned or needed.
What's In It For You
At Cox, we reward your hard work with meaningful benefits.
First, we offer a highly competitive compensation package, 401(k) with a generous company match, comprehensive healthcare, life, and disability benefits, plus numerous other benefits, including adoption assistance, pet insurance, and discounts on travel and cars!
We value people more than technology. That means you'll work within a culture and with a team that values your leadership, your experience, your contributions, and you - yes, you - as a person. We believe recognition is important, and Cox strives to celebrate those who help make us successful every day. We also encourage diversity and support inclusion; we want you to do you and feel comfortable doing so.
We also offer boundless opportunities for growth; you can sharpen your skills, learn a new talent, join a mentoring program, even earn an advanced degree. You'll find the potential for lateral or upward career growth within the Cox family businesses, including the innovative startups in transportation mobility, clean tech and more.
Who You Are
Minimum
Bachelor's degree in a related discipline and 4 years' experience in a related field. The right candidate could also have a different combination, such as a master's degree and 2 years' experience; a Ph.D. and up to 1 year of experience; or 8 years' experience in a related field.
4 years client relationship experience
Ability to work with a diverse group of individuals to extract, define, and document business processes
Strong ability to negotiate and gain consensus across a diverse group of participants
Effective communication skills: written, verbal, and presentation
Working knowledge of MS Office tools
Must be able to maintain a flexible work schedule, travel as needed, be on call and work weekends and holidays as necessary
Mental acuity (i.e. detail oriented, ability to multi-task, prioritize) to execute the duties of the position successfully to meet business needs.
Preferred
3+ years of automotive title and/or vehicle finance and client support preferred
Experience with Salesforce, a plus
USD 77,000.00 - 115,700.00 per year
Compensation:
Compensation includes a base salary of $77,000.00 - $115,700.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.
Benefits:
The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave.
About Cox Automotive
At Cox Automotive, people of every background are driven by their passion for mobility, innovation and community. We transform the way the world buys, sells, owns and uses cars, accelerating the industry with global powerhouse brands like Autotrader, Kelley Blue Book, Manheim and more. What's more, we do it all with an emphasis on employee growth and happiness. Drive your future forward and join Cox Automotive today!
About Cox
Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today!
Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page .
Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.
Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.
Cox is an Equal Employment Opportunity employer. All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
