• Manager Customer Experience

    Location US-IL-Bannockburn
    Posted Date 3 months ago(10/30/2018 11:03 AM)
    Job ID
    # Positions
    Position Type
    Regular Full Time
  • General Responsibilities

    The primary objective is to retain and manage on average one to two strategic accounts and lead a team of account managers. Implements policies and procedures that ensures customer satisfaction, while actively meeting customer SLA/KPI, and contributes to the effective resolution of customer issues.   Contributes to setting and attaining departmental/corporate performance and fiscal goals and objectives.
    - Display a positive attitude and image to our internal and external customers
    - Provide continuous coaching and managerial support to Account Managers. Conduct weekly one-on-ones with bi-annual performance reviews. Goals should be consistent with the overall Donlen corporate goals with ongoing constructive feedback, coaching, and training
    - Professionally addresses job performance issues such as attendance and interpersonal conflicts in the work place
    - Work with each Account Manager to establish a Strategic Plan incorporating Annual Customer Survey Results along with NPS Feedback for all customers and work with Account Managers to ensure complete customer satisfaction, retention, and growth
    - Prioritizes workload to meet the needs of the business and customer expectations.
    - Partner with Account Managers to investigate customer inquiries, determine next steps, and achieve prompt and successful completion on a daily basis
    - Serve as an escalation point for issues that impact the customer’s success
    - Take ownership of customer issues until closure
    - Uses discretion to escalate customer issues/employee issues to senior leaders as appropriate.
    - Build and maintain strong relationships with multiple key contacts within your assigned team’s customer portfolio
    - Work with Account Managers to coach and train on counseling customers on new products and services available from Donlen and encourage strategies to help drive adoption and usage with their employees
    - Strong analytical skills to gather and organize complex data and provide appropriate solutions to our customers
    - Reporting directly to VP of Customer Experience
    - Makes presentations to both small and large audiences
    - Travel to customer and prospect sites, as needed
    - Other duties as assigned

    Mandatory Requirements

    - Bachelor’s Degree preferred or Equivalent work experience
    - 3 - 5 years customer service experience in roles with increasing responsibilities
    - CAFM certification a plus
    - Fleet Management experience a plus
    ·      Ability to analyze unstructured/complex problems using qualitative and quantitative methods, and make recommendations based on that analysis
    ·      Deliver presentations to all levels (including C-Suite) with actionable recommendations on fleet management strategies
    ·      Solid aptitude of the Microsoft Office applications – Word, Excel, Outlook, and PowerPoint
    ·      Strong results orientation with the proven ability to consistently meet and exceed goals
    ·      Capable of making commitments, setting priorities and delivering results on time and on budget
    ·      Demonstrated interpersonal skills
    ·      Proven track record of professionalism in a dynamic work environment
    ·      Team player with strong collaborative skills
    ·      Demonstrated leadership skills, including an exhibited high degree of integrity
    ·      Self-motivated and directed
    ·      Multi-lingual is preferred, but not required

    Supervisory Responsibilities:

    ·      Direct Reports consist of 6-10 Account Managers

    Preferred Requirements

    - Level I FleetWeb® certification (internal) required
    - Level I CARE® certification (internal) required
    - CAFM certification or certification in process


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