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Manager, Client Experience



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Georgia, USA
Posted on Friday, February 2, 2024
Job Description


The Manager - Client Experience is responsible for creating and maintaining a culture that centers on capturing the hearts of clients by WOWing them with unmatched Willingness to help, Ownership of LeasePlan's mission, and dedication to Winning customer loyalty. Leadership excellence and success within this role consists of generating and sustaining authentic excitement around customer service, maintaining best in class performance, and holding team members and partners accountable for fleet optimization and client satisfaction. The Manager - Client Experience intentionally moves beyond the

transactional aspects of management, and actively works to develop and align the Client Experience Partner's sense of purpose with the Wheels business objectives and mission.
Please note that this description is not all-encompassing as other ad hoc tasks are expected of the position. Essential Functions Effectively coaches direct reports, manages employee performance, training, goal tracking and metrics.

  • Leads employees through goal-setting, performance and talent management and provides effective performance feedback.
  • Coaches direct reports to provide clients with proactive service reporting and recommendations aimed at enhancing the client experience.
  • Designs targeted strategies to plan, evaluate and improve the efficiency of business processes and procedures to enhance speed, quality, efficiency and output.
  • Effectively manages employee performance and follow up by leveraging metrics and dashboards to drive performance and improvement. Fosters a team environment focused on WOWing clients by setting and exceeding service delivery expectations.
  • Supports employee engagement through authenticity, integrity, and a consistent leadership approach.
  • Provides oversight and direction in accordance with the organization's policies and procedures. Other Duties
  • Maintains proficiency in, and extensively uses, all LP systems including but not limited to SF, ePlan, Avaya, SalesForce, ResponsePlan, CMT, BIR and dashboards.
  • Identifies development opportunities and manages self-growth.
  • Flexibility to adapt to team, client, and the departmental needs.
  • Must contribute toward creating and refining SOPs and processes to improve expected outcomes, streamline workflows, mitigate operational losses, and positively impact the customer experience.
  • Provide oversight and direction to the employees in the operating unit in accordance with the organization's policies and procedures.
  • Other duties and responsibilities as assigned. Competencies
  • Servant Leadership
  • Effective Team Management
  • Relationship Building
  • Customer Orientation
  • Role Ownership
  • Strategic Planning & Bias for Action

Job Specifications

Leadership Responsibility: This position's leadership responsibilities involve developing others, building and maintaining strong client and team relationships, and effectively managing work groups that value innovation, diversity, and inclusion.

Work Environment: This position is based in Alpharetta, GA; however, remote work or work from another designated location is a possibility for qualified candidates.

Position Type/Standard Schedule: This is a full-time position requiring high-accessibility via mobile contact should clients or team members require assistance outside of traditional business hours.

Travel: Approximately 25% - 50% overnight travel within the U.S.
Education & Experience

  • 4-year college degree or equivalent professional experience preferred
  • Minimum of 4 years Customer Service or Sales experience
  • Minimum of 3 years of Supervisory experience
  • Superior verbal and written communication skills with the ability to articulate strategy and drive execution towards organizational vision Microsoft Office Suite proficiency and ability to analyze and interpret data
  • The ideal candidate will take initiative, maintain a sense of urgency, and possess a clear track record of developing cohesive high performing teams to exceed client expectations
  • Previous experience in mentoring or coaching is a plus
  • Automotive or fleet management experience is preferred

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

EEO Statement Wheels is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.

Wheels is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law. Wheels is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.

This job is no longer accepting applications

See open jobs at Wheels.