Account Manager, CORE

Account ManagerThis highly visible position will work closely with Client Management and key operational areas and is responsible for 100% client retention. The Account Manager will build and manage relationships acting as the conduit and advocate executing transactions on behalf of our clients. As a key member of the client facing team, the Account Manager will participate in defining, executing, and initiating activities across the organization to assure an exceptional client experience. This position will be responsible for the day-to-day activity of a diverse portfolio of clients. This individual will work with employees, leaders, customers, and suppliers at all levels of the organization on a regular basis. They will participate in Client meetings, planning, and leading action register initiatives and projects. This position requires an individual to be self-motivated, results oriented, energizing, and able to engage in many different activities and projects at the same time. Success depends on building relationships with internal and external stakeholders, while exercising initiative and flexibility. The Account Manager must be able to work in a dynamic, fast paced environment with minimal supervision and prioritization of work, while providing exceptional customer service. From time to time the Account Manager will be asked to participate in meetings, industry events, special projects, and other strategic or tactical activities deemed important by leadership. Your ability to deliver and execute will help ensure perpetual retention of our clients. Effective management of day-to-day responsibilities and proper planning and execution ultimately supports our partners in achieving their fleet and business-related objectives.Key Responsibilities - Essential FunctionsManage a diverse portfolio of ClientsProcess, oversee and seek resolution on all Client operational requestsSet up, facilitate Client Action register calls, and ensure items are progressing to completionEstablish yourself as a knowledgeable resource in products, services, and communications to our clientsCoach Clients on best practices to ensure their fleet is optimally runHelp Client set up essential reporting in Fleetview so that exceptions are managed timelyWork as a team with the Fleet Consulting Manager and Client Services Manager, to maintain account communication and client expectationsCommunicate effectively with Account team members about issues/challenges associated with client relationsClosely manage and nurture accounts to identify and eliminate risk of attritionTake ownership of customer issues until closureIdentify, manage, and maintain cycle time commitments via multiple channels including Salesforce, email, and telecomImprove processes that benefit Clients and or increase Wheels efficiencyDevelop and maintain SOPs for custom and standard business processes pertaining to your client portfolioManage key data files/reports/processesSupport other group members and departments as appropriate in their effortsAct as a Client Services stakeholder in cross functional meetings and when aiding product/IT developmentOther duties as assignedQuality:Maintain quality standards and metricsMeet Salesforce KPIs as set forth by Client ServicesMaintain established performance guidelinesSupport organization mission and goalsPro-actively recognize and resolve client issues and develop a communication strategy to affected partiesLeadership ResponsibilitiesNo direct management responsibilities, but will provide day-to-day guidance and feedbackCompetencies - SkillsExcellent verbal and written communication skillsIntermediate Proficiency in Microsoft ExcelIntermediate math skills to calculate interest, percentages, depreciation rates, and discountsTime management skills along with excellent attention to detailDiplomacy, tact, and grace under pressure when working through challenging and/or urgent customer issuesTeam player with strong collaborative skillsAbility to be flexible and adapt quickly in a fast-paced environmentEnergetic and pro-active: a driven, self-starter who can work independently and as part of a teamProven track record of professionalism in a dynamic work environmentAbility to provide sound problem solving, analysis and critical thinkingAbility to gather, analyze and organize complex data and draw appropriate conclusionsAbility to apply tools to understand and improve business processesAbility to translate business needs into actionable detailed business requirementsEducation and ExperienceCollege degree or equivalent experience requiredProject management proficiencyFrench language proficiency desiredMinimum of 4 years Customer Service experience in a high volume, multi-tasking environmentJob Specifications, Physical Demands and Work EnvironmentWork Environment: Hybrid – In office and remotePosition Type/Standard Schedule: This is a full-time position, Monday through Friday.Travel: 20%Physical Demands: The level and duration of physical exertion generally required to perform critical tasks in support of critical job functions, for example - sitting, standing, walking, lifting, carrying, reaching, pushing, and pulling.DisclaimerPlease 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.EEO StatementWheels 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.