Enterprise Client Relation Director
- Full Time
- Collaborate with EDP Account
Owners to set workflow/utilization strategies to align with the goals for
- Operates with considerable
latitude; displays a high-level of critical thinking and analysis in bringing
successful resolution to high-impact, complex, and/or cross-department problems.
- Solves unique problems that have
a broad impact on the business.
- Manage customer churn with a
goal to retain revenue generating customers by ensuring clients receive regular
communication and support.
- Manage pivotal customer issues
and concerns through the team, handling escalated issues directly as
- Communicate client concerns with
appropriate departments and follow through to ensure client expectations and
satisfaction is maintained.
- Follows process to ensure
problem resolution and support is timely and accurate.
- Communicates contract
performance status; support calls addressed, issues resolved, installation and
training delivered, utilization activities and cross-sell leads obtained.
- Develops and tracks customer
satisfaction, quality and service metrics.
Develops a course of action to accomplish sales goals by identifying
potential sales opportunities and establishing contact plans, call priorities
- Fully leverages all resources
and support provided by Cox Automotive.
Effectively interacts with a variety of stakeholders such as Marketing,
Operations and Technology to drive understanding of customer needs.
- Provides leadership and
direction to supporting teams as it relates to the expectations of the
customer. Coordinates and monitors
delivery of customer requests and ensures Cox Automotive is meeting the service
needs of the customers.
- Maintains currency of skills,
keeps abreast of new products and functionality as well as billing and contract
travel required – approximately 60%.Qualifications:
- BS/BA in related discipline.
- 10+ years of experience in
- Automotive Retail Experience.
- Strong leadership,
organizational, customer relationship and communication skills to oversee,
monitor and, if necessary, perform account management responsibilities to
include client presentations, program reviews, and develop proposals.
- Strong Project Management
- Highly developed decision making
and problem resolution skill.
- Demonstrated ability to lead
projects / team to successful, on-time completion.
- Ability to identify and
implement process efficiencies to meet service targets.
- Proven commitment to customer
- Proficiency in Microsoft Excel,
Word, and SalesForce.com.
- Other duties as needed or
- Requires physical ability and
mental acuity to execute the duties of the position successfully within
required timeframes to meet business requirements.
About Cox Automotive
Cox Automotive Inc. makes buying, selling and owning cars easier for everyone, while also enabling mobility services. The global company’s 34,000-plus team members and family of brands, including Autotrader®, Clutch Technologies, Dealer.com®, Dealertrack®, Kelley Blue Book®, Manheim®, NextGear Capital®, VinSolutions®, vAuto® and Xtime®, are passionate about helping millions of car shoppers, tens of thousands of auto dealer clients across five continents and many others throughout the automotive industry thrive for generations to come. Cox Automotive is a subsidiary of Cox Enterprises Inc., a privately-owned, Atlanta-based company with revenues exceeding $20 billion. www.coxautoinc.com
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.