VP of Client Service

Requisition # : 19514

Functional Area : Client Service; Client Implementation; Executive; Leadership; Transportation Safety

Employment Type : Full-Time

Work Options : In Office at Location Specified Above #LI-Onsite

Work Hours : Standard Work Hours

Position Summary

The Vice President of Client Service is responsible for the delivery of the suite of services under the Managed Services business unit, implementing strategies that enhance the customer experience, drive customer satisfaction, and ensure customer retention.

The Vice President of Client Service is tasked with providing strategic direction, managing a team of Implementation and Compliance Advisors, and collaborating with cross-functional stakeholders to ensure best-in-class service is consistently delivered.

This role will lead six direct reports and 162 client service indirect reports.

This position operates at a strategic level, focusing on the long-term plans and strategic priorities that allow Managed Services to scale and adapt to the competitive landscape while providing the expected profitability to J.

J. Keller. This is an onsite leadership role that requires you to reside near our corporate campus in Neenah, WI. Relocation assistance would be provided for the right candidate.

Job Responsibilities

• Delivers Results in line with the following key metrics / accountabilities :
• Revenue and gross margin
• Client retention
• Best-in-Class scores
• Driver / Vehicle / Employee compliance
• Workforce planning to forecast workload demand and determine optimum staffing models to ensure customer SLAs are met
• Associate development and retention
• Effective and efficient launch of new services
• Delivery against annual budget targets ensuring expenses are managed in line with revenue and gross margin objectives
• Develops and implements a client service strategy aligned to business unit objectives; sets performance goals and provides strategic guidance to the team.
• Actively participates in business planning, new service development, partnership development and other tactical processes and procedures to identify service enhancements.
• Maintains an environment that is focused on providing high quality services and best-in-class client service. Facilitates proactive account management to ensure delivery of a positive customer experience.

Addresses and resolves escalated complaints and communicates with internal and stakeholders.

• Leads, develops, and coaches team :
• Provides clear expectations, feedback, and recognition
• Participates in the hiring / selection process
• Writes and conducts performance evaluations and progress reports
• Manages associate relations issues
• Maintains requisite level of regulatory knowledge across the service portfolio to include FMCSA, PHMSA, OSHA and the Fair Credit Reporting Act.
• Assists the sales organization with engineering and closing complex Managed Services business, including participating in customer calls and on-site presentations, providing service-related expertise, engineering solutions, and setting custom pricing.
• Builds and maintains a culture of Business Process Improvement by instilling the core principles of operational excellence within all work streams.
• Manages expenses in line with departmental budgets and corporate business conditions.
• Maintains confidentiality of client information under the FCRA, HIPAA, and other regulatory entities.
• Adheres to the department's data security policies pertaining to Personal Identification Information.
• Carries out responsibilities in a fair, ethical, and non-discriminatory manner and ensures that staff follows these same guidelines.
• Enforces and supports all company policies and procedures. Fully support the company's commitment to safety and the environment and strives to maintain a clean, healthy, and safe workplace.

Qualifications

Education & Experience :

• Bachelor's degree in a business-related field
• 10+ years of leadership experience in a progressive client service or sales leadership role.
• Experience leading large teams and leaders.
• Transportation industry experience desirable.

Other Skills / Qualifications :

• Ability to develop and implement growth plans and strategies.
• Strong verbal and written communication skills.
• Sound business knowledge and principles.
• Ability to work and collaborate with a variety of departments and cross-functional teams.

Physical Requirements

Work is performed primarily in a standard office environment. Work involves operation of personal computer equipment for extended periods of time.

Occasional travel to customer sites and / or industry and training events may also be required, depending on assignment.

We Protect People & The Businesses They Run™

Every associate at J. J. Keller makes a difference by creating safer, more respectful workplaces. Whether serving our customers directly with expertise in safety and regulatory compliance or supporting the business with specialized skills, together we contribute to better workplaces for people across North America.

J. J. Keller History : November 1, 2023, marked 70 years of business for J. J. Keller & Associates, Inc. Click HERE to take a tour through three generations of this family-owned business - from our founding as a one -man consulting firm through decades of delivering on our purpose of protecting people and the businesses they run.

J. J. Keller Career Stories : Click HERE to hear from our associates about what they have to say about life as an associate at J. J. Keller.

J. J. Keller Earns 7th Great Place to Work Certification™ : Click HERE to find out what makes J. J. Keller great.

J. J. Keller Certified as a Top 100 Most Loved Workplace® in America : Click HERE to find out why our associates LOVE working at J. J. Keller.

2023 Top Company for Women to Work for in Transportation : Click HERE to learn more about this prestigious recognition.

If you experience system-related issues or need assistance with the online application, please call ( redacted .

Professional Referral Program : Not the right role for you, but know someone who could be a great fit? Click HERE to refer them to us through our Professional Referral Programand you will earn a cash payment if your referral is hired.

J. J. Keller & Associates, Inc. is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.