Director, Client Success

Department
Commercial
Location
Virtual United States of America
Date Posted
02-06-2021
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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!

OBJECTIVE

The Director, Client Success will have the responsibility to retain and grow the profitability of their assigned portfolio through increased service penetration, increased fees and rates. Identify specific sales penetration opportunities of LeasePlan Programs and Services to existing clients in a defined geographic territory. Management of clients within assigned territory to effectively exceed their expectations and maintain current use of enrolled programs and services. Continually demonstrate the value of LeasePlan's services.

ESSENTIAL FUNCTIONS

  • Identify and profile all clients within the assigned territory through the Partnership Executive Plan (PDP). Ensure that the "best practices" are utilized.
  • Identify those keys practices through the PDP process are utilized in the successful management of the client portfolio. As an example: the Information Planning Calendar / Client Milestones / etc.
  • Develop an Individual Marketing Program (IMP) through assistance from the Marketing Department that is specific the client portfolio.
  • Plan and develop "Client Relationship Reviews" with all key clients within the portfolio.
  • Effectively work with Clients and LeasePlan Associates (internal organization) to solve client problems.
  • Provide reporting to Clients as needed to increase client’s ability to manage their business effectively and efficiently, including agreed upon monthly or quarterly metrics.
  • Direct the day to day service provided to clients, leading to best in class service levels.
  • Support New Client activation for all clients assigned to personal portfolio.
  • Be proficient in, and use extensively all LP systems including ePlan, MIDAS, Remedy/ResponsePlan and The Client Management Tool.
  • Other duties assigned to ensure overall departmental efficiency.

 OTHER DUTIES

  • Assist, where appropriate in the sales process for new prospects with the National Account Sales Vice Presidents.
  • Perform or lead client reviews as required.
  • Attend and participate in all Association meetings (namely NAFA, RIMS and AFLA) within existing territory, and nationally, as required.
  • Attend regularly scheduled teleconference sales meetings as directed by Client Success leadership.
  • Actively participate in corporate projects, i.e. Quality Improvement Process.
  • Constantly improve Consultant Selling techniques and knowledge of LeasePlan programs and services through training visits to both the Rolling Meadows and Atlanta offices. Additional professional sales skills development will be through the National Sales Training meeting; outside training organizations; Up Close & Personal.
  • Insure data integrity for all billing and reports provided to clients.
  • Ensure that departmental processes are designed and implemented in a way to mitigate operational risks / losses.
  • Other duties and responsibilities as 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.

CORE COMPETENCIES

  • Self-starter and can work independently.
  • Strong time management, analytical and organizational skills.
  • Encourage ideas from Superiors and Associates to facilitate a more efficient work flow and Associate/Client interaction.
  • Flexible and willing to adapt with the company's needs. 

LEADERSHIP RESPONSIBILITY

This position’s leadership responsibilities involve displaying drive and purpose, developing adaptability, increasing your capacity to learn and increasing self-awareness. 

WORK ENVIRONMENT

This position is virtual, candidate can be located anywhere in the United States.

POSITION TYPE/STANDARD SCHEDULE

This is a Full-time position and hours of work are Monday through Friday; 8:30 a.m. to 5 p.m.

TRAVEL

Must be willing to reside within the sales territory and “home office” therein and/or must be willing to travel within a defined territory.

MINIMUM REQUIRED EDUCATION & EXPERIENCE

  • College Degree or equivalent desired. Fleet industry experience a plus.
  • Minimum 4 years customer service or successful outside sales experience. Fleet service sales preferred.
  • Must enroll and successfully complete most current Sales Training program as defined by the Senior Vice President - Client Success.
  • Must be able to manage and direct meetings, as well as make public presentations before small and large groups.
  • Must be able to manage several projects at the same time.
  • Promote communication and respect when dealing with all LeasePlan Associates.

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 via an ’any car, anytime, anywhere’ service.

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.

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