Account Manager Fleet Administration

Wheels International Limited • Schaumburg, IL

217d • $53,900 - $75,400 • Remote

About The Position

This highly visible position will work closely with Client Management and key operational areas and is responsible for 100% client retention. In this role, the Account Manager will support and execute a client's initiatives via the pillars of Fleet Administration (Driver Management, Vehicle Management, Decision Management). Managing the non-compliance of drivers is a core component. 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 Wheels 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 collaborate with employees, leaders, customers, and suppliers at all levels of the organization on a regular basis. They will participate and/or facilitate Client meetings, planning, and leading action register initiatives and projects. This position requires an individual to be initiative-taking, 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 Wheels 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 supports our partners in achieving their fleet and business-related objectives.

Requirements

• College degree or equivalent experience required.
• Minimum of 4 years Customer Service experience in a high volume, multi-tasking environment.
• Project Management proficiency desired.
• Ability to communicate in French or Spanish a plus.

Responsibilities

• Manage a diverse portfolio of Clients.
• Process, oversee and seek resolution on all Client operational requests.
• Set up, facilitate Client Action register calls, and ensure items are progressing to completion.
• Establish yourself as a knowledgeable resource in products, services, and communications to our clients.
• Implement best practices with Clients to ensure their fleet is optimally run.
• Increase driver compliance through exception report management and escalate as appropriate.
• Work as a team with the Fleet Consulting Manager and Client Services Manager, to maintain account communication and client expectations.
• Communicate effectively with Account team members about issues/challenges associated with client relations.
• Closely manage and nurture accounts to identify and eliminate risk of attrition.
• Take ownership of customer issues until closure.
• Identify, manage, and maintain cycle time commitments via multiple channels including Salesforce, email, and telecom.
• Improve processes that benefit Clients and or increase Wheels Donlen efficiency.
• Develop and maintain SOPs for custom and standard business processes pertaining to your client portfolio.
• Manage key data files/reports/processes.
• Support other group members and departments as appropriate in their efforts.
• Function as a Client Services stakeholder in cross functional meetings and when aiding product/IT development.
• Maintain quality standards and metrics.
• Meet Salesforce KPIs as set forth by Client Services.
• Pro-actively recognize and resolve client issues and develop a communication strategy to affected parties.

Benefits

• Market-leading benefits package.
• Participation in the annual incentive plan based on company and individual performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Printing and Related Support Activities
• Education Level: Bachelor's degree