As a key member of the Wheels client facing team, the Sr Account Manager will participate in defining, executing, and initiating activities across the organization to assure an exceptional client experience. 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. This role consists of a 3-part customer support strategy.
Customer: Effectively manage a portfolio of clients by using the Wheels infrastructure to help resolve issues and implement suggestions.
Thought process: Seek and resolve information regarding client issue/problems. Look beyond the transaction and provide proactive suggestions and solutions that are both beneficial to the customer and Wheels. Use your knowledge to make informed decisions around fleet's day-to-day management. Incorporate client business needs in every request to ensure you are meeting the client's expectations.
Team: Provide daily mentoring and reinforce training to your team members by working as a mentor. Build/Manage relationships with Account Management, Client Relations, and Internal Operating Areas to ensure client goals and objectives are met. Provide internal support within Client Services to ensure cross functional goals, and objectives are met.
KEY RESPONSIBILITIES
Meets requirement of 100% client retention
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.
Manage key files/reports/process.
Provide leadership and coaching to the Associate Account Managers and Account Managers
Responsible for all transactional activities, quality checking and responsiveness results associated with your team assignment.
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 to 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.
Support other group members and departments as appropriate in their efforts.
Stay current with new Wheels systems, policies, and procedures.
Other duties as assigned.
QUALITY:
Maintain quality standards and metrics.
Meet Salesforce KPIs as set forth by Client Services
Support organization mission and goals
Pro-actively recognize and resolve client issues and develop a communication strategy to affected parties
SKILLS/COMPETENCIES
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 challenging environment.
Energetic and pro-active: a driven, initiative-taker who can work independently and as part of a team.
Proven history of professionalism in a dynamic work environment
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
EDUCATION & EXPERIENCE
College degree or equivalent and/or five years of fleet experience
5+ years Customer Service experience in a high volume, multi-tasking environment
5+ years as an Account Manager and expert in Fleet Management
Project Management proficiency desired
Ability to communicate in French or Spanish a plus.
CAFM certification preferred
PHYSICAL DEMANDS & WORK ENVIRONMENT
While performing the duties of this job, the employee must regularly talk and hear, and use hands and fingers to operate call center tools. Twenty Percent (20%) travel - hybrid - work from home
Disclaimer
Please 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 Statement
Wheels 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.
