Client Engagement Coordinator

Fleet Response’s mission is to provide innovative and effective service to our clients and to maintain a high standard of professionalism and partnership in an environment that fosters opportunity, integrity, and excellence. Our mission would not be possible without an environment that is created from mutual trust and respect, coupled with a commitment to diversity, equity & inclusion

Our commitment to diversity, equity & inclusion aligns with our corporate values and is supported at the highest levels in the Company. Diversity helps to drive new business, fuel innovation, and attract and retain the best employees. It makes a difference in the workplace, marketplace, and community advancing the way we live and work.

Are you interested in joining a fast growing and customer focused company that is constantly rated as one of the Top Workplaces in Northeast Ohio? Do you feel that hard work should pay off and you value things like workplace flexibility, career advancement opportunities, a positive culture, and a genuine feeling that you belong to a team? If so, you would be perfect for Fleet Response.

Fleet Response specializes in providin g servi ces to corporations who self-insure physical damages to their fleets. Built from an insurance background with an eye for detail, Fleet Response prides itself on offering a variety of customized services to all our clients.

Fleet Response is currently seeking qualified candidates to work at our corporate office, for the following position: Client Engagement Coordinator.

Works closely with the Manager of Client Engagement to assist in facilitating the Fleet Response Client Engagement program including scheduling, coordinating, recording meeting minutes and managing follow-up items from each meeting. This program exists to assist existing clients to make recommendations that strengthen and sustain relationships.

Essential Duties And Responsibilities

Includes, but is not limited to, the following:

Existing Client Support

• Routinely schedule and coordinate meetings and presentations
• Routinely construct and complete Request for Proposal (RFP) documents for existing and potential clients
• Routinely assist in the construction of Sales proposals and written communication pertinent to new and existing clients.
• Routinely communicate internally the results of client meetings and action items to ensure timely task completion and all departments are informed
• Routinely communicate externally the results of client meetings, action plans and follow-up items
• Answers questions, recommends services to address customer concerns and responds to client requests
• Completes Software demonstrations to existing and potential clients. Facilitates software training and new account set up.
• Evaluates repeated client requests to determine integration into standard processes/procedures and conducts data reviews to identify areas of improvement.
• Responsible for data compilation of assigned client’s account performance metrics.
• Demonstrates ability to compile data and speak to client’s about what the data means as it relates to their account’s performance.
  
  

New Client Support

• Coordinates with internal and external stakeholders to facilitate new accounts
• Coordinates implementation and roll out calls for new clients and new accounts
  
  

Sales Support

• Participate in Sales Demonstrations (Demos) and talk through all product lines
• Produce specialty sales PPT as needed
• Participates remotely and in-person with clients to gather feedback on service and ensure customer satisfaction.
• Works closely with Client Services and Business Development management to coordinate client requests and meet evolving client needs
  
  

Tactics Of The Role

• Weekly meeting with Manager of Client Engagement
• Rolling quarterly book of business review with assigned Sales Manager
• Regular meetings with assigned clients to discuss account performance and account needs.
  
  

The above statements are intended to describe the general nature and level of work being performed by individuals assigned this position. They are not to be construed as an exhausted list of all responsibilities, duties, and skills required of individuals performing this job. All personnel may be required to perform duties outside their normal responsibilities from time to time as needed.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

EDUCATION And/or EXPERIENCE

• Bachelor’s degree from four-year college or university preferred; minimum three years client management experience required. Ability to write reports, business correspondence, and procedure manuals.
• Ability to utilize Microsoft Word, Excel, and other Microsoft Office Products
• Effectively deliver information and respond to questions from groups of managers, clients, and customers.
• Experience presenting data to clients/peer groups preferred
  
  

Language Skills

• Strong interpersonal skills to ensure excellent internal and external customer service.
• Excellent written and verbal skills.
  
  

Technical Skills

• Highly motivated, strong initiative, self-starter with team focus.
  
  

REASONING ABILITY

• Strong ability to multi-task and manage time effectively.
• Strong investigative and organizational skills.
  
  

PROFICIENCY

• Demonstrates dependability, punctuality and excellent attendance.
• Ability to work independently and collaborate with peers.
  
  

Physical Demands and Working Conditions

The worker is subject to inside environmental conditions: Protection from weather conditions but not necessarily from temperature changes.

The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.

Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

Talking: Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed clearly and understandably both in person and over telephone.

Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction and having the ability to receive detailed information through oral communication and making fine discriminations in sound.

Repetitive motions: Making substantial movements (motions) of the wrists, hands, and/or fingers.

WORK SCHEDULE

• Monday – Friday, 8:30 am – 5:30 pm
• This role requires in-office presence in Hudson for at least 50% of the scheduled workweek after successful completion of the probationary period.