Senior Account Manager, Fleet Administration

Job Description:

JOB OVERVIEW

At Wheels, we’re shaping the future of mobility by delivering experiences our customers love and moving businesses forward through passionate people and creative solutions. As a Sr. Account Manager, Fleet Administrative Services, you’ll play a vital role in bringing that mission to life by leading the day-to-day execution of client-specific strategies and ensuring a consistently high-quality experience across your assigned portfolio.

This highly visible, relationship-driven role is responsible for managing a diverse group of clients, owning their unique standard operating procedures (SOPs), and acting as a trusted decision-maker on their behalf. You will serve as a key point of contact, using your knowledge and judgment to resolve issues, drive compliance, and proactively manage operational performance across all pillars of Fleet Administration including driver, vehicle, and decision management.

In this role, you will go beyond transactional support to provide thoughtful, forward-looking solutions that align with each client’s goals and expectations. Your ability to apply data, business acumen, and client insight will help shape strategic decisions and ensure continued client satisfaction and retention. As a senior member of the team, you will also support training efforts and provide peer mentorship to reinforce service standards and process consistency across Client Services.

Success in this role requires agility, initiative, and a passion for building lasting client relationships. If you thrive in a fast-paced environment, bring a solutions-oriented mindset, and are motivated by the opportunity to lead with both empathy and accountability, this is your chance to make a lasting impact at the center of client success.

KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS

• Meet Client Services Department KPIs and standards for responsiveness and quality.
• Work as a team with the Fleet Consulting Executive and Client Services Manager, to maintain account communication and client expectations.
• Identify, manage, and maintain cycle time commitments via Salesforce requests, email, and phone.
• Identify crucial differences and similarities between current and past client’s situations to provide guidance and initiative-taking suggestions/solutions to clients.
• Provide input and take responsibility for improving processes that benefit clients and/or increase Wheels efficiency.
• Action internal and client facing key data files and reports to ensure compliance.
• Provide leadership and coaching to the Associate Account Managers, Account Managers and peers.
• Responsible for all transactional activities, quality checking and responsiveness results associated with your portfolio.
• Improve knowledge level of account and serve as an expert for all account activities.
• Use critical thinking skills to anticipate or diagnose client problems and work to prevent or solve them by working with the necessary operating areas or service provider within Wheels.
• Represent Client’s interest in all areas of Wheels. Work with all operating areas to take advantage of the most efficient way to meet each Client’s unique needs.
• When service problems are identified that affect several Clients, lead the effort to communicate and provide suggestions or alternatives.
• Foster cross-functional collaboration and a broad understanding of team and departmental roles.
• Learn foundational systems, policies, and procedures upon entering the business, while continuously staying current with updates to ensure ongoing effectiveness.
• Conduct thorough root cause analysis when issues arise to prevent recurrence and drive continuous improvement.
• Increase driver compliance by analyzing multiple reports for exception data, identifying and reporting out on trends in the fleet, and escalating non-compliance to the client as needed.
• Provide clients with training on available reports, ensure they are set up for subscriptions and fully understand the components of available options.
• Lead training with new and existing drivers and client contacts on all available tools ensuring they know how to access and update data.
• Support the Fleet Consulting Executive in preparation for client QBR’s and SLA/KPI discussions.
• Serve as first point of contact for all client-related escalations tied to operational issues and take ownership from investigation to resolution.
• Process, oversee and seek resolution on all client operational requests.
• Identify, manage, and maintain cycle time commitments via multiple channels including Salesforce, email, and telecom.
• Function as a Client Services stakeholder in cross functional meetings and when aiding product/IT development.
• Actively contribute to client meetings and discussions.
• Maintain confidentiality of received information.
• Participate in new client activation for all clients assigned to portfolio.
• Other duties as assigned.

LEADERSHIP RESPONSIBILITIES

• No direct management responsibilities, but will provide day-to-day guidance and feedback

COMPETENCIES - SKILLS

• Excellent verbal and written communication skills
• Intermediate Proficiency in Microsoft Excel
• Intermediate math skills to calculate interest, percentages, depreciation rates, and discounts.
• Time management skills along with excellent attention to detail
• Diplomacy, tact, and grace under pressure when working through challenging and/or urgent customer issues.
• Team player with strong collaborative skills
• Ability to provide sound problem solving, analysis and critical thinking.
• Ability to gather, analyze and organize complex data and draw appropriate conclusions.
• Ability to apply tools to understand and improve business processes.
• Ability to translate business needs into actionable detailed business

EDUCATION AND EXPERIENCE

• High School Diploma Required, Bachelor’s degree preferred
• Five (5) years customer service experience in a high-volume, multi-tasking environment
• Five (5) years as an Account Manager and/or expert in Fleet Management
• Project Management proficiency desired
• CAFM certification desired
• Salesforce experience preferred
• Tableau desired

CORE VALUES

At Wheels, we believe in fostering a culture that is built on our Core Values and Guiding Principles. We cultivate a culture of excellence and innovation by upholding these values, driving our collective success and growth.

• Integrity – Always act with integrity and honesty.
• One Team – Treat others with dignity and respect; act as a cohesive, inclusive and accountable team that is making a difference.
• Innovation – Drive continuous improvement, spark creativity and embrace next generation thinking.
• Customer Success – Ensure that customer and driver success is at the heart of everything we do.

CULTURAL ATTRIBUTES

At Wheels, our culture guides us how we work every day, and we look for team members who show these behaviors:

• Discipline Drives Quality – Plan the Trip: Think proactively, hold a high bar, follow through by leveraging experience and systems. To produce quality outcomes, we must be intentional and deliberate in everything we do, from big bets to daily execution.
• Intellectually Curious – Fuel Your Minds: Be bold, challenge assumptions, think differently, look outside the box. Strive to unlock your own thinking and create new possibilities.
• Commit and Deliver – Own It: Take responsibility for your work, from start to finish, and be accountable for the results. Think and act like an owner of the business.
• Relationships Matter – Share the Ride: Trust is central, both with key internal and external stakeholders. Relationships are not a side effect of work but a driver of success.

JOB SPECIFICATIONS, PHYSICAL DEMANDS AND WORK ENVIRONMENT

Work Environment: This hybrid position is located in Georgia or Illinois and operates in a professional office environment.
Position Type/Standard Schedule: This is a full-time position, Monday through Friday.
Travel: This position requires approximately 10% travel, which may vary based on business needs.
Physical Demands: While performing the duties of this job, the employee must regularly talk and hear, and use hands and fingers to operate call center tools

DISCLAIMER

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Our Benefits

Wheels recognizes benefits are a significant part of your employee experience, and we've created a robust benefits package that is market-leading, competitive offerings so you and your family can receive outstanding care. Please click here for an overview of the benefits available to you and your family.

Pay Range:

The base salary range for this position is listed above. This position is eligible to participate in the annual incentive plan which is based on company performance and individual performance. Compensation ranges are based on several factors including job function, level, and geographic location. Final offer amounts are determined by multiple factors including candidate experience, education, certifications, skill level and expertise, and may vary from the amounts listed here.

EEO Statement

Wheels is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.

Wheels is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law. Wheels is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.