Client Performance Manager III - Central Dispatch - Military Veterans

The Client Performance Manager III will build and maintain positive working relationships with external clients to retain and grow their business.  The performance manager will ensure client needs are the driving force behind priorities, decisions and activities designed to ensure client retention and product utilization. The performance manager will monitor and analyze account performance, applying problem-solving skills and strategic insight to deal creatively with emerging situations and help clients accomplish stated goals and objectives.

What’s In It For You

• Here’s a sneak peek at the benefits you could experience as a Cox employee: 

• A competitive salary and top-notch bonus/incentive plans.  

• Exceptional work-life balance, flexible time-off policies and accommodating work schedules.  

• Comprehensive healthcare, with multiple options for individuals and families.  

• Generous 401(k) retirement plans with company match.  

• Professional development and continuing education opportunities.  

• Inclusive parental leave policies, plus comprehensive fertility coverage and adoption assistance.  

• Extra perks like pet insurance, employee discounts and much more. 

What You’ll Do

• Manages client performance and retention through robust ongoing client engagement in support of Central Dispatch

• Assesses client account opportunities and risks

• Works cross-functionally to coordinate planned client engagement activity and ensure delivery of agreed-upon services and solutions

• Strives to minimize churn from assigned client relationships and encourage increased adoption of new capabilities and services

• Generates additional business / revenue by harvesting existing accounts for expansion and product upsells.

• Identifies and recommends Client Performance Account Management best practices and supports continuous improvement across the function

• Contribute to customer satisfaction by consistently meeting and/or exceeding expectations and commitments by providing a high level of customer service to both internal and external customers; by solving customer problems quickly and effectively. 

• Work directly, professionally and collaboratively with Clients, internal teams (Product, Implementation, Operations, etc.), and other cross-functional teams as required to meet client needs.

• Maintain expected level of client engagement on a monthly basis in an effort to drive product utilization, performance, and minimize potential client churn risk.

• Perform other duties as assigned or needed

Who You Are

Minimum

• Bachelor’s degree in a related discipline and 4 years’ experience in a related field. The right candidate could also have a different combination, such as a master’s degree and up to 2 years’ experience; or 8 years’ experience in a related field

• Requires strong knowledge of MS office tools and effective communication skills: written, verbal and presentation

• Exceptional client relationship, account management, experience

• Excellent time management, organization, and task prioritization skills

• Willing and able to travel as needed and required (up to 50% day or overnight trips)