Account Manager

Fleet Team•Independence, OH

10d•Remote

About The Position

The Account Manager manages and grows a portfolio of client accounts and serves as the primary point of contact for assigned clients. The role builds client relationships, provides proactive fleet management support, and works with clients, suppliers, and internal teams to improve fleet performance, control costs, resolve issues, and support client satisfaction and retention. The Account Manager understands client objectives, monitors key performance indicators, identifies opportunities for improvement, and delivers recommendations aligned with client goals and Fleet Team service standards. Responsibilities span client relationship and account management, client advocacy and issue resolution, supplier and dealer management, equipment quotes and orders, fleet administration, cross-functional collaboration, team development, invoicing portal support, and process improvement. The role also provides coaching and day-to-day support to Account Support Managers and other team members. Travel may be required up to 30% of the time.

Requirements

High school diploma or equivalent required.
Five or more years of experience in account management, client relationship management, fleet management, supplier management, customer success, or a similar B2B environment.
Demonstrated success managing client accounts, building stakeholder relationships, and serving as a trusted business partner.
Ability to analyze operational and performance data, develop recommendations, and communicate insights to clients and internal stakeholders.
Experience coordinating cross-functional initiatives, managing competing priorities, and resolving complex client, supplier, and operational issues.
Strong experience working with suppliers, vendors, dealers, and service providers to support business objectives and service delivery.
Ability to coach, mentor, and support the development of team members and colleagues.
Proficiency with Salesforce or similar CRM systems.
Strong client relationship management skills, including the ability to build credibility, influence stakeholders, and maintain long-term partnerships.
Excellent verbal, written, presentation, and interpersonal communication skills.
Ability to identify data trends and develop actionable recommendations that support client and business objectives.
Strong problem-solving, critical-thinking, and decision-making skills, including the ability to manage complex situations.
Ability to manage multiple priorities, meet deadlines, and perform effectively in a fast-paced, client-focused environment.
Ability to collaborate across departments and build productive relationships with internal and external stakeholders.
Professionalism, accountability, initiative, and attention to detail.
Strong customer service orientation and commitment to an exceptional client experience.
Proficiency with Microsoft Office, including Excel, Word, Outlook, and PowerPoint.
Experience with reporting tools and business systems.
Ability to adapt to changing business priorities and identify process improvement opportunities.
Ability to travel up to 30% of the time.

Nice To Haves

Bachelor’s degree in Business, Supply Chain Management, Logistics, Operations Management, Finance, or a related field.

Responsibilities

Serve as the primary point of contact for assigned client accounts and understand each client’s objectives, fleet requirements, operational challenges, and service expectations.
Drive client satisfaction, retention, and account growth by identifying ways to improve fleet performance, reduce costs, increase efficiency, and support safety objectives.
Analyze fleet activity, account and supplier performance, and cost trends; develop recommendations and strategic account plans.
Prepare and deliver KPI reports, business reviews, fleet management plans, annual meetings, training sessions, and other client presentations.
Coordinate fleet planning, including replacement planning, budgeting support, off-lease activity, purchase orders, and client initiatives.
Proactively identify concerns and own escalated client, supplier, billing, and operational issues through resolution.
Use troubleshooting and root-cause analysis with internal teams, suppliers, and subject matter experts to develop solutions.
Communicate expectations, timelines, progress, risks, and issue resolution clearly to stakeholders.
Build supplier and dealer relationships that balance client needs with cost, quality, service, and operational efficiency.
Work with Supplier Relations and internal stakeholders to monitor supplier performance, communicate expectations, resolve service or billing concerns, and identify improvements.
Act as a key escalation point for suppliers and service providers supporting assigned accounts.
Coordinate equipment quote requests from requirements gathering through vendor selection, ensuring pricing, specifications, and scope meet client needs and Fleet Team standards.
Facilitate site visits as needed to validate equipment requirements and applications.
Coordinate approved quotes through order fulfillment, monitor progress, address delays, and communicate status and recommended solutions.
Maintain accurate client activity, opportunities, quotes, orders, follow-up actions, and other account information in Salesforce and company systems.
Collaborate with Analytics, Business Development, Supplier Relations, department leadership, and other internal partners to execute client strategies and improve service delivery.
Serve as a subject matter expert in account management, supplier coordination, fleet administration, invoicing processes, and client service.
Coach and support Account Support Managers and other team members, helping prioritize workload, resolve challenges, and meet client expectations.
Support training, knowledge sharing, process documentation, and continuous improvement initiatives across the Fleet Team.
Oversee invoicing portal activity, including user access, dealer information, data integrity, and process compliance.
Support onboarding, training, troubleshooting, and ongoing assistance for internal and external invoicing portal users.
Develop and maintain training materials, process documentation, and user resources.
Partner with system developers and internal stakeholders on system testing, enhancements, implementation, and process improvements to strengthen billing accuracy, workflow efficiency, reporting, and user experience.