Client Services Program Manager (Hooksett)

Client Services Program Manager (Hooksett)

13 Mar 2024
New Hampshire, New hampshire 00000 New hampshire USA

Client Services Program Manager (Hooksett)

Vacancy expired!

Purpose: To provide superior fleet management and customer service to our strategic customers or clients enrolled in Fleet Assist Program. Where necessary, assist Strategic Consulting and appropriate Sales Executives in preparing financial analysis on lease rates and fixed expenses. Manage the Fleet Assist Team, Program and Driver Support Center, identify business development initiatives, develop reports and where necessary present them at client meetings.

Key Responsibilities:

Oversee, develop and manage the Fleet Assist team to achieve optimal results and service excellence to all Fleet Assist enrolled clients

Manage key identified and documented specific processes and policies on behalf of the clients. Receives inquiries from customers and coordinates responses from other Merchants departments while managing the customers' fleet database.

Provide fleet manager fleet functions for identified strategic and out sourced customers and in coordination with Strategic Consulting and appropriate Sales Executives produce recommendations in order to increase efficiencies and create savings for the client.

Manage the Driver Support Center and leverage its capabilities as an enhancement to the Fleet Assist Team overall

Ensure client specific requests such as yearly insurance mailings, MVR reminders, monthly program reminders and material fulfillment are handled by the appropriate team members.

Together with appropriate Sales Executives identify opportunities to increase Merchants business and services penetration while developing client reports, fleet presentations and client reviews.

Become certifies through NAFA as a CAFM while possessing and demonstrating advanced knowledge of all aspects of Fleet Services, support and implementation. Manage services enrollment, recommendations and reporting.

Assist Sales Executives in managing client meetings, complete special projects as assigned by FAP Supervisor and clients while maintaining exemplary customer service at all times.

Maintain and build strong foundational understand of vehicle and upfit specifications, assist in the team's coordination of client requested vehicle locates.

Provide accurate and timely answers to client needs in areas such as ordering, delivery, registration, used vehicle remarketing and many other non-maintenance related issues; assist Client Services and Client Integrations with ongoing projects.

Execute client policies as set forth by documented SOP to assist with compliance in all aspects of their business while communicating to key customer contact driver non-compliance issues for them to address and enforce.

Possess and demonstrate in depth knowledge of Customer Facing Technology as a power user.

Contribute to continuous improvement and development of client facing tools, representing the voice of the customer

Lead client specific special projects as needed

Work with Strategic Consulting and Sales Executives to provide regular consultative services

Skills:

Excellent organizational skills, strong attention to detail with an ability to focus on accuracy while managing multiple tasks and projects simultaneously

Exceptional verbal, written, presentation and interpersonal skills

Ability to accept and drive organizational change

Excellent Problem solving/resolution and decision making skills

Ability to advocate for client and represent "voice of the customer" to build and retain relationships

Ability to nurture and work in a team environment as well as ability to work independently with self-motivation

Exceptional computer skills in CRM, Microsoft Windows, Excel (query), Power Point and Word

High energy as well as a pleasant and professional demeanor

Ability to travel to client and prospect locations when necessary as well as industry trade shows

Experience:

5+ years Fleet Management/Leasing experience

5+ years in environment requiring strong communication, sales and client service skills

Education: Bachelor's degree

APPLY NOW! https://recruiting.ultipro.com/MER1017/JobBoard/9ab27dae-bdc8-83d4-8f36-3f703db8caf2/OpportunityDetail?opportunityId=84a75413-376e-461a-a6c6-d8ff5345cdfd

Merchants Fleet provides our customers with the most innovative fleet management experience nationally. We partner with our customers to optimize the mobility of their organization. Leveraging the brightest minds in the industry, real-time technology, data analytics, and our full range of products and services, we elevate the fleet performance of our broad range of customers.

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