Senior Account Manager, Fleet Administration

Wheels•Schaumburg, IL

6d•Hybrid

About The Position

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.

Requirements

High School Diploma Required
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
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

Nice To Haves

Bachelor’s degree preferred
Project Management proficiency desired
CAFM certification desired
Salesforce experience preferred
Tableau desired

Responsibilities

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.