CLIENT CARE MANAGER (AA/EE) - JHB

SUMMARY:
Main responsibilities of this role are to manage the daily interaction with customers as well as to ensure existing customer growth and retention through analysing customers fleets and identifying opportunities to Upsell and Grow. This includes providing a return on investment through analysis of reporting and documentation

POSITION INFO:
Responsibilities

• Ensure adherence that the CCM contacts all assigned clients daily/weekly and take ownership of client relationship.
• Ensure a rolling agenda for each client is maintained - Log all queries raised either telephonically or via email on the agenda.
• Provide the client with regular feedback on each of the items on the agenda which includes timelines.
• Advise client on configurations changes to be made to optimise the efficiencies of the system and reporting.
• Compile a trend analysis of performance of the client’s fleet according to predefined parameters.
• Involvement with projects related to FM product range and/or fleet management upon request of customer.
• Analyse client’s business and needs and provide ROI to client monthly.
• Produce a quarterly review document Identifying the following,
  • Overview,
  • Fleet Performance – Trend Analysis (Per Quarter)
  • Spend – Relating to (Training, Technicians, Hardware, Software, Comms, etc.)
  • Maintenance Statistics,
  • Training and Development,
  • Administration and Support
• Manage the billing structure and age analysis for all
• Ensure that there is an Analysis of the client lists and compile a plan of action to service comprehensively.
• Arranges visits to all clients in terms of agreed call cycles.
• Analyze client’s operations effectively and Evaluates upsell opportunities and present proposals. Through an astute analysis of the customers operation, identifies problem areas and provide optimum solutions.
• Develops solutions to both Asset and Business management
• Ensures follow up communication is comprehensively professional.
• Using current client database, develops strong customer-focused relationships around the current offering
• Identifies potential leads.
• Ensures quotations are accurate in every respect.
• Ensure targets are set and dashboards visible highlighting a pipeline based on numbers and revenue per customer.
• Provide administrative support in ensuring all Company documentation is accurately completed and submitted.
• Coaching and Mentoring of staff to identify scope within the customers’ business to implement new processes or up sell new products to ensure that the system is entrenched in the client’s operations.
• Management of system training to clients as and when required.

• Matriculation;
• Tertiary Qualification (Business Management Diploma or similar) would be an advantage;
• OWN TRANSPORT AND VALID DRIVER’S LICENSE;
• 3 years face to face Client Relationship or Key Account management experience
• Have a knowledge of the principles of fleet management & be able to apply that knowledge in the service to clients
• Proficient in SALES FORCE

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