Account Manager

JOB OVERVIEW

At Wheels, we are shaping the future of mobility by delivering experiences our customers love and moving businesses forward through passionate people and creative solutions. As an Account Manager, Fleet Administration, you will play a key role in bringing that mission to life, serving as a trusted partner to clients and ensuring their fleet programs run efficiently, compliantly, and with care.

This highly visible, relationship-driven role is responsible for supporting and executing client initiatives through the core pillars of Fleet Administration: Driver Management, Vehicle Management, and Decision Management. A critical focus of the role includes managing driver non-compliance to ensure operational integrity and client satisfaction. You will act as the conduit between clients and internal teams executing transactions, advocating for client needs, and translating strategy into day-to-day success.

You will manage a diverse client portfolio and collaborate across all levels of the organization, including Client Management, operations, leadership, suppliers, and customer contacts. Whether leading meetings, guiding action register initiatives, or supporting cross-functional projects, you’ll be a central force in delivering an exceptional client experience.

In this fast-paced, ever-evolving environment, success requires discipline, adaptability, and a mindset rooted in ownership. You’ll need to balance priorities with intention, build lasting relationships, and consistently deliver with excellence because at Wheels, we know relationships are not a byproduct of great service; they are what make it possible.

KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS

• Manage a diverse portfolio of clients.
• Understanding and partnering with the client on their fleet goals and expectations.
• Work as a team with the Fleet Consulting Executive and Client Services Manager to maintain account communication and client expectations.
• Establish yourself as a knowledgeable resource in products, services, and communications to our clients.
• Implement best practices and enhance client-specific processes to ensure the clients fleet is optimally run.
• Build a strong relationship with the assigned client fleet contact by establishing and facilitating a regular cadence of Action Register calls, and ensure items documented are progressing to completion.
• 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.
• Communicate and collaborate effectively with account team members about issues/challenges associated with the client.
• Actively manage and cultivate strong client relationships.
• Serve as first point of contact for all client-related escalations tied to operational issues and take ownership from investigation to resolution.
• Coordinate with internal departments to support resolution for client requests.
• Complete root cause analysis when issues arise to ensure they are not repeated.
• 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.
• Improve process improvements that benefit clients and/or increase Wheels efficiency.
• Develop and maintain SOPs for custom and standard business processes for both internal processes as well as client-specific processes.
• Action internal and client facing key data files and reports to ensure compliance.
• Function as a Client Services stakeholder in cross functional meetings and when aiding product/IT development.
• Actively contribute to client meetings and discussions.
• Other duties as assigned.
• Meet Salesforce KPIs as set forth by Client Services and client.
• Manage assigned cases in Salesforce to established completion date.Communicate status updates and final resolution to clients.
• Maintain confidentiality of received information.

LEADERSHIP RESPONSIBILITIES

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

COMPETENCIES - SKILLS

• Excellent verbal and written communication skills
• Intermediate proficiency in Microsoft Office Suite.
• Intermediate math skills to calculate interest, depreciation rates, and discounts.
• Strong time management skills and 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
• Ability to set and manage multiple priorities and tasks simultaneously in a demanding environment
• Can work independently with minimal assistance and/or 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 to draw appropriate conclusions.

EDUCATION AND EXPERIENCE

• High School Diploma required, Bachelor’s degree preferred
• Project management proficiency desired
• 2 years customer service experience in a high volume, multi-tasking environment
• Salesforce & Tableau experience preferred

JOB SPECIFICATIONS, PHYSICAL DEMANDS AND WORK ENVIRONMENT
Work Environment: This hybrid position is located in Georgia or Illinois and operates in a professional office environment.
Position Type/Standard Schedule: This is a full-time position, Monday through Friday.
Travel: Up to 20% travel
Physical Demands: 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.

Wheels recognizes benefits are a significant part of your employee experience, and we've created a robust benefits package that is market-leading, competitive offerings so you and your family can receive outstanding care. Please click here for an overview of the benefits available to you and your family.

Pay Range:

The base salary range for this position is listed above. This position is eligible to participate in the annual incentive plan which is based on company performance and individual performance. Compensation ranges are based on several factors including job function, level, and geographic location. Final offer amounts are determined by multiple factors including candidate experience, education, certifications, skill level and expertise, and may vary from the amounts listed here.