Client Success & Retention Manager

Wheels, Inc; Schaumburg (IL); Hybrid; USD 51,000 - 71,000; Full time

Job summary

Wheels, Inc. is seeking an Account Manager in Schaumburg, IL to manage a diverse client portfolio and drive 100% client retention.

You will act as the primary conduit between clients and internal teams, defining and executing activities to ensure an exceptional client experience. The role requires strong relationship skills, process improvement mindset, and the ability to manage multiple initiatives in a fast-paced environment.

Qualifications

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

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 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.

Skills

Client relationship management

Verbal communication

Written communication

Excel proficiency

Time management

Problem solving

Team collaboration

Adaptability

Data analysis

Cross-functional coordination

Attention to detail

Process improvement

Requirements gathering

Education

College degree or equivalent experience

Job description

Wheels, Inc. is seeking an Account Manager in Schaumburg, IL to manage a diverse client portfolio and drive 100% client retention.

You will act as the primary conduit between clients and internal teams, defining and executing activities to ensure an exceptional client experience. The role requires strong relationship skills, process improvement mindset, and the ability to manage multiple initiatives in a fast-paced environment.