Account Manager, Core

Wheels, Inc.•Schaumburg, IL

1d•$51,000 - $71,400•Hybrid

About The Position

The Account Manager plays a vital role in shaping the future of mobility by delivering experiences our customers love and moving businesses forward through passionate people and creative solutions. This role serves as the central point of connection between our clients and our internal teams to ensure a seamless, high-impact experience. It is a highly visible, relationship-driven role responsible for the day-to-day management of a diverse portfolio of clients. The Account Manager will work closely with Client Management and key operational areas to ensure 100% client retention, acting as a trusted advocate who executes transactions, manages escalations, and brings forward strategic ideas that drive client success. From leading action registers and planning initiatives to participating in meetings, the Account Manager will represent the client voice across the business. Working in a dynamic, fast-paced environment, success in this role requires strong initiative, disciplined execution, and the ability to manage competing priorities with clarity and care. The Account Manager will collaborate daily with leaders, employees, customers, and suppliers across all levels of the organization, building the relationships and trust that drive meaningful outcomes and lasting client partnerships.

Requirements

High School Diploma required
Minimum of 4 years Customer Service experience in a high volume, multi-tasking environment
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 be flexible and adapt quickly in a fast-paced environment
Ability to set and manage multiple priorities and tasks simultaneously in a demanding environment
Energetic and proactive: a driven, self-starter who can work independently and as part of a team
Proven track record of professionalism in a dynamic work environment
Ability to provide sound problem solving, analysis, and critical thinking to draw appropriate conclusions.

Nice To Haves

Bachelor’s degree preferred
Project management proficiency
French language proficiency desired
Salesforce experience preferred.

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
Coach Clients on best practices to ensure their fleet is optimally run
Provide clients with training on available reports, ensure they are set up for subscriptions and fully understand the components of available options.
Work as a team with the Fleet Consulting Manager and Client Services Manager to maintain account communication and client expectations.
Communicate and collaborate with account team members about opportunities associated with client.
Actively manage and cultivate strong client relationships.
Serve as first point of contact for all client-related escalations tied to operational issues and take ownership from investigation to resolution.
Identify, manage, and maintain cycle time commitments via multiple channels including Salesforce, email, and telecom.
Identify process improvements that benefit clients and/or increase Wheels efficiency.
Develop and maintain SOPs for customer and/or standard business processes.
Action internal and client facing key data files and reports to ensure compliance.
Coordinate with internal departments to support resolution for client requests.
Act as a Client Services stakeholder in cross-functional meetings and when aiding product/IT development.
Support the Fleet Consulting Executive in preparation for client QBR’s and SLA/KPI discussions.
Actively contribute to client meetings and discussions.
Maintain confidentiality of received information.
Participate in new client activation for all clients assigned to portfolio.
Meet Salesforce KPIs as set forth by Client Services and client.
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.
Manage assigned cases in Salesforce to established completion date. Communicate status updates and final resolution to clients.
Other duties as assigned