Manager - Client Services in Alpharetta, GA at LeasePlan

Date Posted: 6/13/2018

Job Snapshot

Job Description

Job Summary

Provide leadership, guidance and support to the Account Managers, while coaching them to better serve their clients.  Maintain a high level of client satisfaction while achieving even higher employee satisfaction surveys.  Develop a team of highly efficient, professional, consultative and best in class Account Managers.

Essential Functions

  • Manage the day to day activities of the Account Management Team.
  • Manage a small portfolio of assigned clients, leading to best in class service levels
  • Effectively manage timekeeping and payroll tools, conduct timely performance appraisals and follow up, insure all employees meet training and development goals, including any other management duties for all direct reports.
  • Create a team environment which supports and is focused on a “service delivery’ commitment of quality, and timeliness of responses and proactive client consulting.
  • Lead, motivate and maintain a high level of customer satisfaction, driving a better client experience, leading to best in class in service levels.
  • Integrate and streamline internal processes and procedures whenever possible to gain productivity efficiencies.
  • Identify opportunities for cost containment
  • Coach Account Management team to provide client with Pro-Active recommendations to streamline activities, control costs, or enhance the client experience with Leaseplan USA
  • Identify and pursue opportunities to increase product penetration with clients
  • Ensure that departmental processes are designed and implemented in a way to mitigate operational risks / losses
  • Be proficient in, and use extensively all LP systems including ePlan, MIDAS, Remedy/ResponsePlan and The Client Management Tool
  • Actively participate in corporate projects, i.e. Quality Improvement Process or Lean
  • Keep appraised of industry-related news, as well as changes with the client.
  • Consistently demonstrate LeasePlan’s core values; passion, expertise, commitment, and respect to internal and external clients
  • Communicate with co-workers, team members, management, clients and others in a courteous and professional manner.
  • Conform with and abide by all regulations, policies, work procedures and instructions.
  • Demonstrate reliable and predictable attendance.
  • Other duties assigned to ensure overall departmental efficiency.

Job Competencies

  • Develop professional partnerships and useful internal relationships through effective communication
  • Responds and acts confidently, assertively, and decisively while taking responsibility and accountability for position requirements
  • Works independently; effectively manages time while juggling competing priorities.
  • Demonstrates resourcefulness and solves problems
  • Works effectively with internal systems. Demonstrates the ability to work independently in a fast-paced environment while exhibiting the flexibility to adapt to the department’s needs
  • Proficient at Excel with the ability to run pivot tables and analyze data

Education: College degree preferred or equivalent work experience
Experience: Minimum of 4 years Customer Service or Sales experience
Skills: Strong analytical skills
Ability to manage several projects at the same time
Microsoft office suite word and excel required, PowerPoint preferred

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