Account Manager, Core (Canada)

Job Description:

OVERVIEW

This highly visible position will work closely with Client Management and key operational areas and is responsible for 100% client retention. 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 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 in 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 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.

KEY 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.
• Help Client set up essential reporting in FleetView so that exceptions are managed timely.
• 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.
• Other duties as assigned.

QUALITY:

• Maintain quality standards and metrics.
• Meet Salesforce KPIs as set forth by Client Services
• Maintain established performance guidelines.
• 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 demanding 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 requirements.
• Ability to communicate in French or Spanish a plus.

EDUCATION & EXPERIENCE

• College degree or equivalent experience required.
• Project management proficiency
• Minimum of 4 years Customer Service experience in a high volume, multi-tasking environment
• Fleet experience ideal but not required.

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 – In office and remote

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.