Client Services Manager
The Client Services Manager
will continually develop, inspect, improve, implement, and redesign processes and procedures throughout the DealerTrack Interactive Dealer Support Team. This role will also hire, fire, coach, counsel, and mentor all Support. The goal of this role is to improve the efficiency and scalability of the Support tasks, reporting metrics, and technical roadmap for Dealer Support. Planning and strategic thinking should be at the forefront of all decisions. The Client Services Manager
will develop and track newly established metrics to coincide with any new processes while working with employees to ensure adequate training and adoption of new processes. ~
ESSENTIAL DUTIES AND RESPONSIBILITIES:
The Client Services Manager
will be the escalation point of contact for all day to day needs of DealerTrack Interactive customers and will be responsible for the relay of information to appropriate parties at DTI.
Communicate directly with all levels of management the benefits, results by team, trends, successes, and opportunities for improvement on a quarterly basis. Benchmarks will be established for comparison and updated on a quarterly basis.
Interface with each team member to understand day to day bottlenecks, inefficiencies, and redundancies. Identify opportunities to improve per person and for the team as a whole.
Observe intra and inter-departmental communication and cooperation. Identify opportunities for improvement and discuss with employees and the team.
Expand SalesForce knowledge. Constantly search for opportunities to improve tracking, metrics, and integrity of new and old data in the CRM. The Client Services Manager
will fully integrate the SalesForce CRM tool for tracking purposes into any new process.
Document all processes and develop training curriculum for all roles.
Ensure that all process changes are focused on increasing profit, decreasing time or costs, and are customer centric in nature.
Other duties as assigned by management.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Bachelor's degree (B. S.) from a four-year college or university preferred but not required; or six to eight years related experience and/or training; or equivalent combination of education and experience.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively communicate, present information and respond to questions from groups of managers, clients, and the general public.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry. Higher level ability to produce and analyze statistics required.
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Experience with the following programs is required: Microsoft Excel (Advanced-including Pivot Tables, Macros, and V-lookups preferred), Microsoft Word, Microsoft Outlook, and Microsoft PowerPoint. Experience with Salesforce.com highly preferred.
This role will supervise all employees under the DealerTrack Interactive Dealer Support vertical.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee may occasionally lift and /or move up to 25 pounds. While performing the duties of this Job, the employee is regularly required to walk; sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.
The employee is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; reading and proofreading for accuracy.
The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.
Dealertrack Technologies, Inc. - 2 years ago