Customer Experience & Support (1)

Job Description:

JOB OVERVIEW

At Wheels, we’re shaping the future of mobility by delivering experiences our customers love and moving businesses forward through passionate people and creative solutions. The Account Manager plays a vital role in that mission, serving as the central point of connection between our clients and our internal teams to ensure a seamless, high-impact experience every step of the way.

This is a highly visible, relationship-driven role responsible for the day-to-day management of a diverse portfolio of clients. You’ll work closely with Client Management and key operational areas to ensure 100% client retention, acting as a trusted advocate who executes transactions, manages escalations, and brings forward strategic ideas that drive client success. From leading action registers and planning initiatives to participating in meetings, you’ll represent the client voice across our business. Working in a dynamic, fast-paced environment, success in this role requires strong initiative, disciplined execution, and the ability to manage competing priorities with clarity and care. You’ll collaborate daily with leaders, employees, customers, and suppliers across all levels of the organization, building the relationships and trust that drive meaningful outcomes and lasting client partnerships.

KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS

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
Provide clients with training on available reports, ensure they are set up for subscriptions and fully understand the components of available options.
Work as a team with the Fleet Consulting Manager and Client Services Manager to maintain account communication and client expectations.
Communicate and collaborate with account team members about opportunities associated with 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.
Identify, manage, and maintain cycle time commitments via multiple channels including Salesforce, email, and telecom.
Identify process improvements that benefit clients and/or increase Wheels efficiency.
Develop and maintain SOPs for customer and/or standard business processes.
Action internal and client facing key data files and reports to ensure compliance.
Coordinate with internal departments to support resolution for client requests.
Act as a Client Services stakeholder in cross-functional meetings and when aiding product/IT development.
Support the Fleet Consulting Executive in preparation for client QBR’s and SLA/KPI discussions.
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.
Function as a Client Services stakeholder in cross-functional meetings and when aiding product/IT development.
Actively contribute to client meetings and discussions.
Maintain confidentiality of received information.
Actively contribute to client meetings and discussions.
Participate in new client activation for all clients assigned to portfolio.
Meet Salesforce KPIs as set forth by Client Services and client.
Learn foundational systems, policies, and procedures upon entering the business, while continuously staying current with updates to ensure ongoing effectiveness.
Conduct thorough root cause analysis when issues arise to prevent recurrence and drive continuous improvement.
Serve as first point of contact for all client-related escalations tied to operational issues and take ownership from investigation to resolution.
Manage assigned cases in Salesforce to established completion date. Communicate status updates and final resolution to clients.
Other duties as assigned

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 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
Ability to set and manage multiple priorities and tasks simultaneously in a demanding environment
Energetic and proactive: 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 to draw appropriate conclusions.

EDUCATION AND EXPERIENCE

High School Diploma required; Bachelor’s degree preferred
Project management proficiency
French language proficiency desired
Minimum of 4 years Customer Service experience in a high volume, multi-tasking environment
Salesforce experience preferred.

CORE VALUES

At Wheels, we believe in fostering a culture that is built on our Core Values and Guiding Principles. We cultivate a culture of excellence and innovation by upholding these values, driving our collective success and growth.

Integrity – Always act with integrity and honesty.
One Team – Treat others with dignity and respect; act as a cohesive, inclusive and accountable team that is making a difference.
Innovation – Drive continuous improvement, spark creativity and embrace next generation thinking.
Customer Success – Ensure that customer and driver success is at the heart of everything we do.

CULTURAL ATTRIBUTES

At Wheels, our culture guides us how we work every day, and we look for team members who show these behaviors:

Discipline Drives Quality – Plan the Trip: Think proactively, hold a high bar, follow through by leveraging experience and systems. To produce quality outcomes, we must be intentional and deliberate in everything we do, from big bets to daily execution.
Intellectually Curious – Fuel Your Minds: Be bold, challenge assumptions, think differently, look outside the box. Strive to unlock your own thinking and create new possibilities.
Commit and Deliver – Own It: Take responsibility for your work, from start to finish, and be accountable for the results. Think and act like an owner of the business.
Relationships Matter – Share the Ride: Trust is central, both with key internal and external stakeholders. Relationships are not a side effect of work but a driver of success.

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: 10% Travel Physical Demands: While performing the duties of this job, the employee must regularly speak, hear, and see, and operate a computer, keyboard, mouse, and phone. Sit or stand for extended periods of time. 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.

Our Benefits

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:

$51,000-$71,400

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.

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.

Account Manager

Core

Wheels

Compensation Overview

Get referred to Wheels

Job Description:

Our Benefits

EEO Statement

Get referred to Wheels

Simplify's Take

What believers are saying

What critics are saying

What makes Wheels unique

Benefits

Growth & Insights and Company News

6 month growth

1 year growth

2 year growth