Account Manager, CORE

• →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 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
• →Act 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

• →No direct management responsibilities, but will provide day-to-day guidance and feedback

• 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
• Energetic and pro-active: 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
• 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

• College degree or equivalent experience required
• Project management proficiency
• French language proficiency desired
• Minimum of 4 years Customer Service experience in a high volume, multi-tasking environment

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.