Client Account Manager, Roadside Protect

Bosch Group•Itasca, IL

About The Position

The Client Account Manager reports to the Director of Sales & Business Development for Roadside Protect. The role is to ensure we meet the operational commitments to their assigned clients in support of the client relationship service experience. The role will be both a client and company advocate ensuring a mutually positive outcome for both. The success of this role is demonstrated by high assigned client retention and satisfaction represented by Overall Satisfaction and Net Promoter Scores along with client profitability. The role will partner with all areas of the company to fulfill their responsibilities and be the face of the company to our clients. This critical role focuses on client retention and client profitability. This is accomplished through a deep understanding of the Roadside Assistance market, a proven track record of manage clients, and a passion for resolving issues. This is an individual contributor role with no direct reports, offering autonomy to grow and manage your accounts directly.

Requirements

Bachelor’s degree in business administration or a related field.
REQUIRED: 5+ years of account manager experience within the Roadside Assistance industry, specifically supporting automotive, fleet and/or Insurance companies.
Proven track record with success in client retention, growth and delivering high levels of satisfaction within existing accounts.
Demonstrated ability to resolve complex service delivery issues and partner with business areas to resolve problems
Exceptional negotiation skills with a "get-it-done" mentality.
Strong business acumen and strategic thinking.
Excellent communication, presentation, and interpersonal skills.
Highly organized, self-motivated, and able to work independently in a fast-paced environment.
Work well under pressure and stressful situations, exhibit emotional control.
Intermediate skills in MS Word, MS Excel, MS Outlook, MS Powerpoint; Internet savvy
Willingness and ability to travel as required for customer needs and industry events.

Responsibilities

Provide direction and initiative on improving company operations and service experience for assigned clients and client’s customers.
Respond to day-to-day client questions on company operations, such as complaints, approvals, damages and special dispatch requests.
Support the client invoicing process.
Support, develop and deliver client business/performance reviews.
Preparation and delivery of client reporting for dashboards and KPIs.
Responding to and managing client technical requests.
Overseeing the client onboarding process for new clients and or new product lines including technical setup, training, and quality program.
System support and set up for dispatching and service platforms, eligibility file processing, registration sites, telecom and apps and client logins.
Represent the company at industry events to promote our brand and identify new opportunities.
Manage Client profitability to contractual and annual plan targets.
Recommend day to day operational adjustments to meet client and business demands
Partner with Sales and Business Development on new and existing RFPs and contracting