Account Manager, Core

1 week ago

Mississauga, Ontario, Canada Wheels, LLC Full time

About the Role

This highly visible position will work closely with Client Management and key operational areas, 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.

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 clients 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.
  • Proactively 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 proactive: 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.

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