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Manager of Client Services
National Automotive Experts | Strongsville, Ohio
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Job Description


NAE/NWAN is a growing automotive warranty administrator dedicated to excellence and committed to innovation and technology. We provide industry leading products, services, and support that assist our clients in exceeding their goals.

At this time a Manager of Client Services is needed to be responsible for developing NAE/NWAN business by promoting NAE/NWAN products, while maintaining the company's philosophies and principles. Work with the entire NAE/NWAN staff to ensure the success of NAE/NWAN clients with professionalism and enthusiasm. Responsible for ensuring that the Client Relations team implements all dealer and agent set up's and addresses all tasks, concerns, and issues for NAE's clients timely, accurately and in accordance with CQSE and the process models. Leads and develops with a show me not tell me mentality with a consistent approach every day.

We are hiring for the shift of Monday-Friday 9:00am-6:00pm.

Role and Responsibilities:

  • Is the NAE/NWAN product knowledge and technology expert in ALL environments that pertains to the role and responsibilities
  • Continues to develop, streamline and improve processes that will improve efficiency and ensure client satisfaction and achieve client retention and growth
  • Presents updated/new process models to VP of Operations and works together to determine best practices
  • Ensures that the CRM team is readily available to assist the NAE/NWAN Sales team and its clients from the hours of 8 a.m. - 7 p.m. Monday - Friday and after hours 7p.m. - 9.p.m. Monday -Friday and 9a.m. 5p.m. on Weekends.
  • Monitors emails on a regular basis and oversees dispatch to ensure that all messages are responded to within two business hours. Maintains knowledge of overall status of requests to ensure that they are being handled same day or being put on the tracking log
  • Takes immediate action to the needs of NAE/NWAN's current clients
  • Responsible for leading and providing input to the Client Relations and Sales teams in order to resolve open issues and tasks with a current client
  • Responsible to complete assigned tasks in a timely and professional manner, without error
  • Responds to incoming calls from agencies on an as-needed basis; periodically serving as a back-up to the rest of the team and provides assistance with inquiries and problem resolution by acting as a liaison between the Account Executive (AE) and Account Manager (AM) and the client. This includes taking ownership of each received call and/or dispatched task to see that the client is completely satisfied
  • Responsible for meeting with the Client Relations team to review the trackers and hold them accountable ensuring all open items that will not be completed the same daybe
  • Reviews CRM tool on a daily basis for full awareness of priority tasks and status. Prioritizes workflow and that of the team members to meet the needs of the clients
  • Responsible to work with all NAE/NWAN departments to address any client related issues. Confers with upper management regarding any escalated/unresolved issues and works towards necessary process improvements
  • Handles escalated issues and calls; refers to VP of Operations when necessary and as directed on specific issues/clients
  • Develops individual team members by prioritizing workloads for associates as necessary
  • Leads, trains and develops the team members on how to properly perform duties to meet NAE/NWAN standards
  • Reviews Dealer Set Up folders for accuracy and provides sign off
  • Completes performance evaluations and forwards to VP of Operations for review and additional input
  • Conducts performance evaluations with VP of Operations
  • Makes hiring and firing decisions and confers with VP of Operations and HR
  • Works with VP of Operations and HR Manager to develop Performance Improvement Plans (PIP) and Performance Development Plans (PDP)
  • Regularly meets with associates on a PIP or PDP to provide feedback
  • Maintains accurate and up-to-date performance issues and achievements of team members
  • Works with VP of Operations and HR Manager in developing corrective action plans and presenting disciplinary action when necessary
  • Ensures regular 1:1 meetings are held with each team member
  • Strives to enforce and live the NAE/NWAN Philosophy of CQSE each and every day
  • Other duties as assigned

Qualifications and Education Requirements:

  • Five years' experience in a similar role
  • Strong computer skills including proficiency with Microsoft Office, CRM Software and internal software systems
  • Bachelor's degree in business, management or marketing or comparable experience
  • Problem resolution experience
  • Previous experience in a sales role
  • At least one-year experience managing others who work in a client-facing capacity
  • Clear and effective communication skills with diverse groups of people to include active listening
  • Highly organized and possess the ability to successfully manage multiple issues and demands
  • Ability to handle escalated situations
  • Ability to manage time and adapt to changes in the work place
  • Extreme attention to detail with proven ability to stay on top of tasks and follow-up in a timely manner
  • Effective and efficient responsiveness to clients and coworkers
  • Great work ethic and proven leadership and team-building skills
  • Sound decisions making skills and the ability to motivate a team

Preferred Skills:

  • Self-motivator - Self-starter
  • Passion for customer satisfaction
  • A strong sense of urgency and a desire to succeed
  • Driven by integrity
  • Experience using a CRM tool


NAE/NWAN is GROWING! We are proud to say that the past five years we have grown an average of 35% per year!

We offer a unique work environment; including massage days, company-wide BINGO events, charitable fundraisers, and much more. We have a state-of-the-art facility encompassing an onsite fitness center, gaming tables and systems, televisions, comfortable seating and a quiet lunch room for those who like to take their break in a quiet area.

NAE/NWAN can help you drive your career forward to the next level. Besides offering a great culture, a challenging work environment and all the great benefits received as being part of theNAE/NWAN family, we provide a competitive benefit package to our associates which includes affordable healthcare, flexible spending accounts, disability and life insurance, 401(k), 401(k) guaranteed benefit, paid time off, paid holidays, flexibility and more!

No phone inquires please.


Applicants must be eligible to work in the specified location

About National Automotive Experts

NAE specializes in: Finance and Insurance Products Dealer Development F&I Training and Compliance Service Retention Tools Custom Administration Services Reinsurance Positions Retro Participation Programs And, Much More! Our products and services are represented in dealerships and agencies throughout the United States. Each member of our Management team has 15 - 30 years of automotive experience. We are proud to say that every product we offer is backed by an AM Best "A" rated carrier - providing our dealers and agents the best security and peace of mind available. All of our products are available through an online E-Rating, E-Contracting and E-Remitting platform, allowing each dealership and agency the efficiencies necessary in today's market place to reduce errors, costs and unneccessary time spent on a manual process. Our Online Account Management System (OAMS) allows instant and constant communication with our dealer and agency clients - a service that our clients rave about and certainly can't be surpassed! We are completely dedicated to empowering our dealers and agencies to work from an offensive position rather than a defensive position.

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