Client Experience Partner (Atlanta, GA)

| Atlanta, GA
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At LeasePlan, we are always asking What's next in mobility.

Join our team and be part of a dynamic, exciting and engaging business, so we can discover What's next together!

Essential Functions
  • 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).
  • 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.
  • 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.
  • Identifies ways to modify customer or driver behavior to improve operations' ability to serve the account more effectively.
  • 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.
  • 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.
  • Level sets customers' understanding of processes and services in relation to their fleet and policies.
  • 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.
  • Advises and works with customers using discretion, independent judgment and a challenger mindset, to recognize needs and recommend solutions.
  • Interprets and analyzes reporting metrics and statistical data to bring operational insights to clients.
  • Identifies areas of opportunities that create greater efficiencies within customer's operation.
  • 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.
  • Identifies and presents cost savings and cost avoidance LeasePlan is providing to customers.
  • Leads and coordinates internal, cross functional teams to improve customer experience processes and outcomes, in order to improve outcomes for the client and LeasePlan.
  • Facilitates consistent cadence of touch points with key account team members and cross functional teams (Ops, Finance, IT, etc).
  • 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.
  • Other duties assigned to ensure overall departmental efficiency.


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


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.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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

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.

Position Type/Standard Schedule: This is a Full-time position and is defined as flexible in terms for work location.

Travel: Minimal travel expected. Less than 15%.

Education & Experience
  • 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.
  • Electric vehicles and/or fleet experience a plus. Customer experience in fleet industry with expertise in customer experience journeys.
  • Experience formulating solutions with proven superior problem-solving skills for devising and implementing strategies involving quantitative analysis, conceptualization and communication of solutions
  • Proven ability to establish objectives, take ownership of work, provide direction through indirect influence to achieve strong customer outcomes with accountability for results
  • Project management experience
  • Customer experience technology experience in addition to PowerPoint, Excel and Word.


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.

Careers at LeasePlan

LeasePlan operates across more than 30 countries. With over 55 years' experience, LeasePlan's mission is to provide What's next in mobility so our customers can focus on what's next.

We also believe 'you cannot grow a business; you can only grow people who can grow the business.' LeasePlan is proud of its culture of service and care towards customers and each other, which has endured for over 55 years. By applying to work with LeasePlan, you are joining a team where you yourself will get to play a part in building the future of our business.
More Information on LeasePlan
LeasePlan operates in the Automotive industry. The company is located in Alpharetta, GA. LeasePlan was founded in 1963. It has 7954 total employees. It offers perks and benefits such as Health Insurance Benefits, 401(K), Remote Work Program, Paid Holidays, Paid Sick Days. To see all 15 open jobs at LeasePlan, click here.
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