Client Delivery Manager

2 weeks ago

Southfield, Michigan, United States MSX International Full time

Title: Client Delivery Manager

Location: West Coast, US

Job Type: Full-time with Benefits

Who We Are

For more than 25 years, MSX International has been a dedicated partner to leading automotive brands around the world. We support them in transforming their businesses and in managing their operations across the areas of Customer Experience, Repair Optimization, Learning and Insights. We focus on helping our clients generate more value for their customers. With over 5,000 employees based in more than 80 countries worldwide, our teams provide industry-leading expertise. We have combined our deep industry expertise with cutting-edge technology solutions to help our automotive clients increase revenue and reduce costs, while enhancing operational efficiency and improving customer satisfaction. Our goal is to help our customers reach their full potential and to excel as their global partner of choice.

MSX International is seeking a dynamic and experienced Client Delivery Manager to join our team. This position will be responsible for managing client accounts, maintaining relationships, and driving additional business with both current and new clients.

Client Relations:

Responsible for building and maintaining key client relationships. This includes undertanding the client's business needs, selling additional services, reviewing and assisting in negotiating contract terms, and delivering successful projects. Acting as an MSX sponsor to ensure client satisfaction and long-term relationships are solidified while being mindful of current scope, KPIs and SLAs. Influencing and guiding the team and your direct reports in the decision-making process and have an adaptable mindset that drives efficiency and collaboration throughout the organization. Utilizing outstanding leadership skills within the organization to ensure reliable methodology, and exceptional delivery that is consistent with client expectations. Proactively addressing open items, while prioritizing and managing multiple projects simultaneously and autonomously with great attention to detail. Utilizing effective professional judgement and having the ability to act in utmost confidentiality with sensitive leadership information while navigating tough situations effectively and professionally. Ensure lean and continuous improvement efforts are being supported by fostering standardization and developing innovative solutions to ensure best in class delivery of client services. Collaborate with your fellow leaders both locally and across the globe.

Leadership and Managerial Responsibilities:

Set direction for team from a client interface perspective and identify and implement best practices and processes to ensure high customer satisfaction scores while maintaining budgets. Understand industry trends in the automotive industry and articulate to clients how MSX's solutions can be applied to their business. Track and provide supporting data to assist sales with establishing revenue targets for both existing and new client business. Maintain P & L responsibility for assigned client accounts to ensure we are achieving margin targets. Lead teams and drive a high-performance culture with an emphasis on coaching, employee experiential development, feedback, and communication. Effectively communicate at all levels within multiple organizations. Utilize effective verbal and written communication skills, including the ability to draft email communications and develop presentations for executive audiences to communicate, achieve buy-in, and drive action.

Qualifications:

Bachelor's degree in Business, Management, Supply Chain, Finance, Engineering, or other business related field. Master's degree preferred. Minimum of 8 years Program Management experience in the automotive industry, with a proven history of building cohesive teams, exceeding KPI's and SLA's while maintaining a high level of customer satisfaction. Experience running multiple programs simultaneously and meeting daily with the client to ensure KPIs and SLAs are being met and we are exceeding our clients' expectations. Strong understanding of automotive parts replacement, diagnostic and repair services and/or warranty programs highly preferred.

Additional Skills Required:

Ability to apply confident leadership bearing of business transformation delivery and provide thoughtful analysis in real-time with a focus on vision, value, speed, and talent. Ability to travel domestically as needed up to 35% to 50% monthly. A track record of contributing to and executing a cross functional roadmap including vision, strategy, goals, and change management to enable action planning and delivery of results in a high performing organization. Ability to influence and guide the team and your direct reports in the decision-making process and have an adaptable mindset that drives efficiency and collaboration throughout the organization. Ability to utilize outstanding leadership skills within the organization to ensure reliable methodology, and exceptional delivery that is consistent with client expectations. Superior project management skills and the ability to successfully prioritize and manage multiple projects simultaneously and autonomously with great attention to detail. Effective professional judgement and the ability to act in utmost confidentiality with sensitive leadership information and navigate tough situations effectively and professionally. Excellent verbal and written communication skills, including the ability to draft email communications and develop presentations for executive audiences to communicate, achieve buy-in, and drive action. Creative and critical thinker, willing to bring new ideas to the table and challenge the status quo. Consistent track record of over-achievement, exceeding quotas, and delivering high performance. Excellent communications, negotiations, and strategic thinking skills. Ability to effectively supervise members of your team remotely as required. Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future. Strong computer literacy, especially Microsoft Excel, Word, PowerPoint, Teams, and Outlook is required.

MSX International is an Equal Employment Opportunity Employer committed to employing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veteran status, age, or any other characteristic protected by law.

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets, experience and training, and other business and organizational needs. The disclosed range estimate may not have been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At MSXI, it is not typical for an individual to be hired at the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $100k to $150k based on current experience.

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