Hybrid Strategic Client Success Manager

Wheels; Illinois; Hybrid; USD 51,000 - 71,000; Full time

Job summary

Wheels is seeking an Account Manager to partner with Client Management and operations, ensuring 100% client retention and exceptional service. You will manage a diverse client portfolio, coordinate requests, and act as the advocate for clients in meetings and across teams.

This full-time hybrid role requires strong communication, project management proficiency, and the ability to work across functions in a fast-paced environment.

Qualifications

• College degree or equivalent experience required.
• 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.

Skills

Verbal and written communication

Time management

Problem solving

Team collaboration

Education

College degree or equivalent experience

Tools

Microsoft Excel

Job description

Wheels is seeking an Account Manager to partner with Client Management and operations, ensuring 100% client retention and exceptional service. You will manage a diverse client portfolio, coordinate requests, and act as the advocate for clients in meetings and across teams.

This full-time hybrid role requires strong communication, project management proficiency, and the ability to work across functions in a fast-paced environment.