Description:
We are looking for a Manager, Client Services (FPS Manager) to join Element Fleet Management. As the largest pure-play fleet manager in the world, we provide unmatched products and services and solutions to our clients.
At Element, employees play a critical role in delivering value to customers and ensuring an exceptional client experience. We are committed to the success of our clients, employees, and investors by fostering a culture where every employee can make a difference!
Are You
- A people focused, dynamic, motivating, positive and inspiring leader?
- Able to foster collaboration, teamwork and continuous learning?
- Able to encourage a mindset of partnership across the business that drives customer centricity, responsiveness, and a sense of urgency?
As a Manager, Client Services (FPS Manager), you will be responsible for creating a culture of empowerment that will enhance the delivery of the highest level of customer service. You will train, motivate, develop, and support a team while promoting an atmosphere of accountability where employees have the autonomy to make decisions that solidify our customer relationships.
You will provide support to drive achievement of customer retention, penetration, and growth goals. Additionally, you will build and maintain all stakeholder relationships by proactively consulting on customer needs and managing processes to optimize the productivity of their fleets.
A Day in the Life
- Measures, monitors, and implements actions to ensure service level and performance metrics are achieved. In situations where contractual customer SLAs exist, utilize Power BI to record, document, and report operational KPIs. Request additional details and proposed action plans from Operations to address KPIs which are below target.
- Empowers and coaches FPS Leads, Partners, and Associates to make confident decisions to grow and strengthen client relationships. Fosters a customer-focused culture with processes that enable the team to deliver customer service excellence in a consistent and efficient manner.
- Responsible for ensuring goals are met/exceeded
- Overseeing day-to-day activity of the team and performance
- Provide on-going feedback, guidance, and coaching
- Ensure effective team and account support for your teams’ client portfolio
- Keep team accountable to performance KPI’s and company targets
- Live and uphold Element values in every interaction
- Build/maintain and foster internal relationships with all stakeholders
Requirements
- BS or BA in business or related field required. Some graduate level coursework preferred.
- 5-7 years relevant customer service or client account management experience, preferably in a B2B service environment
- Prior people leadership experience including demonstrated success in maximizing individual and team performance to achieve department objectives and positively impacting employee engagement.
- Demonstrated proficiency in utilizing metrics to manage the department, identifying process and technology improvement opportunities and building strong relationships with customers and business partners.