What are the responsibilities and job description for the Senior Manager of Fleet Client Success position at Agile Fleet?
Description
We're a growing company committed to our core values and our colleagues. We're proud to be a 2024 Great Place to Work winner. We offer great benefits.... including the company paying for vacation expenses!
This is a senior-level position in the Client Success department. The department’s role is 1) to assist fleet clients with adopting our solutions, 2) to retain our clients, 3) to provide additional fleet solutions that will help them, and 4) to have referenceable fleet clients for our prospective clients to consult.
The Senior Manager of Client Success’s core job is to be an advocate for our fleet clients and to help our fleet clients adopt FleetCommander and improve their fleet management processes. A key part of this job is to provide fleet best practices and FleetCommander adoption guidance to help clients use FleetCommander more effectively within their organizations.
Requirements
ESSENTIAL DUTIES AND RESPONSIBILITIES
The essential functions include, but are not limited to the following:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.
While performing the duties of this position, the employee is regularly required to communicate with others. The employee frequently is required to talk or hear, use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to travel to work sites and attend meetings. Standing, walking, sitting, and reaching with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.
NOTE
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.
The company is an Equal Opportunity Employer, drug-free workplace, and complies with ADA regulations as applicable. Agile Fleet, Inc complies with Executive Order 11246. This Order requires that employers who are considered federal contractors must ensure that applicants and employees are considered for all positions without regard to race, color, religion, sex or gender, sexual orientation, national origin, age, disability, veteran status, or any other legally protected class.
We're a growing company committed to our core values and our colleagues. We're proud to be a 2024 Great Place to Work winner. We offer great benefits.... including the company paying for vacation expenses!
This is a senior-level position in the Client Success department. The department’s role is 1) to assist fleet clients with adopting our solutions, 2) to retain our clients, 3) to provide additional fleet solutions that will help them, and 4) to have referenceable fleet clients for our prospective clients to consult.
The Senior Manager of Client Success’s core job is to be an advocate for our fleet clients and to help our fleet clients adopt FleetCommander and improve their fleet management processes. A key part of this job is to provide fleet best practices and FleetCommander adoption guidance to help clients use FleetCommander more effectively within their organizations.
Requirements
ESSENTIAL DUTIES AND RESPONSIBILITIES
The essential functions include, but are not limited to the following:
- Learn, adopt, and create processes used to enhance relationships with our clients and maximize our client’s chances of success.
- Attend regular team meetings to focus “on the business” using our Entrepreneurial Operating System (EOS) tools and processes.
- Understand, and operate within, established budgets for the department.
- Manage metrics that measure the status and success of Client Success activities for clients you manage.
- Use our client file management system to find and use files such as client contracts, purchase orders, quotes, and more.
- Adhere to established processes for inputting client notes and opportunities in the company’s CRM system in a timely manner.
- Gather requirements and other information to affect the generation of quotes prior to submitting to our clients.
- Understand, implement, and improve processes for client adoption and optimization of our solution (from contract award and throughout the life of the client relationship) combined with fleet management best practices.
- Execute a proactive client retention management program.
- Execute a client referral program.
- Stay current with industry trends and techniques.
- Implement processes for ensuring we are the advocate for the customer from the date of purchase through the life of the client relationship.
- Execute a process for contacting each client and visiting clients, including establishing metrics to highlight strengths and weaknesses related to our client “touches.”
- Ensure your assigned clients are meeting their objectives.
- Escalate any client issues and work with internal Agile groups via the Senior Director of Client Success to resolve the issues in a timely fashion.
- Implement a process for keeping clients informed of new product features and gathering feedback on their needs for future features and functions.
- Maintain a training regimen to keep the Client Success team and our clients abreast of new product features and benefits.
- Become the technical subject matter for hardware-related technologies for the Client Success team through training and hands-on experience.
- 10 years of relevant work experience in a client-facing fleet, client success, account management, sales, or strategic consulting organization.
- Demonstrated ability to interact with clients for education and consultation on fleet best practices.
- Ability to lead professional staff.
- Excellent relationship-building, discovery, and communication skills with clients and with Agile teams.
- Self-motivated, proactive team player with innovative ideas to inspire client loyalty and adoption.
- Ability to be effective under pressure when working through client issues.
- Ability to multi-task.
- Ability to work independently without constant guidance.
- An appreciation of and willingness to embrace a company culture rooted in partnership, initiative, approachability, integrity, and flexibility.
- Excellent problem-solving skills and attention to detail.
- Excellent written and verbal communication.
- A strong, reliable work ethic and an innate drive for personal success
- Clear, concise, and professional presentation, training, and writing skills.
- Creative thinking and the desire to improve processes and resolve inefficiencies.
- Affinity for learning about FleetCommander and partner solutions (KSI, Prova, GPSI, CalAmp, etc.)
- Knowledge of or experience using client success management applications.
- Knowledge of standard office applications (e.g. Microsoft Office)
- Knowledge of or willingness to learn, Salesforce, and project management tools (e.g. Asana)
- Ability to be able to travel for client visits, trade shows, training, etc.
- Certified Automotive Fleet Manager (CAFM) Certification. Experience running a successful fleet operation
- Knowledge of fleet management best practices.
- Knowledge of Agile FleetCommander Software.
- Knowledge of procurement processes in government and university entities.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.
While performing the duties of this position, the employee is regularly required to communicate with others. The employee frequently is required to talk or hear, use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to travel to work sites and attend meetings. Standing, walking, sitting, and reaching with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.
NOTE
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.
The company is an Equal Opportunity Employer, drug-free workplace, and complies with ADA regulations as applicable. Agile Fleet, Inc complies with Executive Order 11246. This Order requires that employers who are considered federal contractors must ensure that applicants and employees are considered for all positions without regard to race, color, religion, sex or gender, sexual orientation, national origin, age, disability, veteran status, or any other legally protected class.