Client Experience Partner Jobs

Objective

The Client Experience Partner delivers a customer experience that will ensure long term customer loyalty and retention. He or she will ensure our customers are provided value and solutions and will shape cross-functional initiatives that will improve our customers’ performance, serve their unique goals, and enhance their competitive position.

Essential Functions

• Facilitates consistent cadence of touch points with key account team members and cross functional teams (Ops, Finance, IT, etc).
• Advises and works with customers using discretion, independent judgment and a challenger mindset, to recognize needs and recommend solutions.
• Conducts regular internal meetings to review customer expectations and ensure customer satisfaction.
• Ensures oversight of completed requests and activities, complex or routine, are delivered in accordance with contract and per LeasePlan and customer policies, procedures and priorities.
• Identifies ways to modify customer or driver behavior to improve operations' ability to serve the account more effectively.
• Level sets customers’ understanding of processes and services in relation to their fleet and policies.
• Interprets and analyzes reporting metrics and statistical data to bring operational insights to clients.
• Coordinates the needs of the customer and aligns the teams to work towards a smooth implementation of services for new customers, including collaboration with onboarding to ensure proper data integrity and proper expectations are set for the customer.
• Other duties assigned to ensure overall departmental efficiency.
• Reviews analysis of reporting and educates customers how their team can maximize the use of LeasePlan’s products and services to achieve their specific business goals (speak the customer’s language).
• Plans and provides oversight of action steps and execution towards cost savings management, asset optimization, fleet policy recommendation, per strategic roadmap in alignment with the Client Success (CS) team.
• Identifies and presents cost savings and cost avoidance LeasePlan is providing to customers.
• Presents performance reporting (dashboard metrics, benchmark analysis, and best in class practices) to customers to communicate the value that LeasePlan is delivering based on customer objectives.
• Ensures customers are aware of how ePlan and MyLP app can help them, and their drivers, make the most out of their products and services.
• Identifies areas of opportunities that create greater efficiencies within customer’s operation.
• Leads and coordinates internal, cross functional teams to improve customer experience processes and outcomes, in order to improve outcomes for the client and LeasePlan.
• Defines, investigates, and ensures effective resolution of conflict or complex customer issues.
• Demonstrates thorough understanding of LeasePlan products and services, benefits and limitations and how they work most effectively within customer environment.
• Collaborates with the Client Success (CS) team to identify, pre-plan and present the operational customer service initiatives and recommendations of the quarterly client business review (QBR) meetings.

Other Duties

• Clearly adheres to set processes regarding communication and collaboration.
• Identifies prioritized service and supports focus areas that meet client goals and expectations.
• Other duties and responsibilities assigned.
• Acts as a subject matter expert within the company.
• Acts as a market expert with respect to electric vehicles.
• Identifies customer development opportunities.
• Maintains proficiency in all LeasePlan systems and technology.

Competencies

• Differentiate with technical expertise.
• Teamwork and collaborate.
• Drive and prioritize improvements.
• Proactively enlighten.
• Build customer relationships.
• Facilitate and ensure Value Capture.

Job Specifications

• Leadership Responsibility: This position requires the ability to influence internal partners/function on behalf of strategic customers but does not have direct leadership responsibilities.
• Work Environment: This position is in Alpharetta, GA and operates in a professional environment both in person and virtually.
• Travel: Minimal travel expected. Less than 15%.
• Position Type/Standard Schedule: This is a Full-time position and is defined as flexible in terms for work location.

Education & Experience

• Project management experience
• Electric vehicles and/or fleet experience a plus. Customer experience in fleet industry with expertise in customer experience journeys.
• Proven ability to establish objectives, take ownership of work, provide direction through indirect influence to achieve strong customer outcomes with accountability for results
• Degree in business, sales, marketing or specialist field required.
• 7+ years customer support experience and 5+ years servicing strategic accounts in customer facing roles or equlivent.
• Customer experience technology experience in addition to PowerPoint, Excel and Word.
• Experience formulating solutions with proven superior problem-solving skills for devising and implementing strategies involving quantitative analysis, conceptualization and communication of solutions

Disclaimer

• 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.