Wheels, Inc. Account Manager in Des Plaines, Illinois
Wheels, Inc. was established in 1939 as the world's first automotive fleet leasing and management company. As one of the largest privately-held companies in North America, Wheels features a portfolio of 315,000 vehicles under management across the continent, capabilities in 40 countries worldwide, and a client base that consists of some of the best-known businesses in the world. In addition to vehicle acquisition and leasing, Wheels provides numerous specialized services that help all sorts of organizations manage their fleets. These include driver/vehicle support functions like maintenance management, fuel cards, and registration processing, as well as strategic account-level consultation to drive optimal fleet efficiency and measure results.
This highly visible position is responsible for achieving 100% client retention of Wheels’ clients. Success is achieved by ensuring the assigned portfolio receives a valuable program tailored to their needs. The role is focused on developing and communicating ideas and sophisticated plans for strategic transformation of these accounts. A major component of this role is to understand and identify the unique needs of each client, what they value and how fleet supports their business. Using this understanding, this role will be responsible to develop, communicate and own an on-going strategic Business Plan that delivers an optimal fleet program, tracking and measuring progress every step of the way. As the owner of the client relationship, the Account Manager leads the collaboration effort with the Account Team and the entire Wheels organization to deliver results that align with the strategic plan. Additionally, the Account Manager is responsible for building long-term, mutually beneficial relationships with clients. It is ultimately the Account Manager’s responsibly to ensure all facets of the Business Plan are executed accordingly. Additionally, it is the responsibility of the Account Manager to hold Wheels accountable for the on-going success of the client relationship. Traveling is required for this position and will vary by client need. Travel is approximately 50% per year – more if necessitated by your portfolio.
Segment I – generally all clients within this portfolio will be seen approximately 4x/year or more if necessary
Segment II – generally all clients within this portfolio will be seen approximately 2x/year or more if necessary
Segment III – generally all clients within this portfolio will be seen approximately 1x/year or more if necessary
100% client retention
Effective yet strategic management/ownership of Wheels clients
Ensure day-in and day-out there is no question as to the value clients receive from Wheels, among all client contact levels
Develop an in-depth understanding of each client - their fleet needs, goals and business objectives. Annually create and execute the strategic Account Management Plan for each client which includes but is not limited to a custom Business Plan, Performance Reviews, Annual Business Reviews and other plans/program such as meaningful benchmarking and trending.
Become an influential advocate for the client by communicating their needs and priorities to decision makers and service providers within the Wheels organization.
Consistently think beyond the obvious where it relates to your clients. Routinely uncover opportunities that allow clients to continue to optimize their fleet. Communicate these opportunities in a way that aligns with their business needs and that clearly state the value/benefit to all levels within your client’s organization, including but not limited to C-Level contacts.
Proactively analyze fleet data to provide recommendations that support their business objectives
Where it aligns with the Business Plan, influence the utilization of Wheels’ products and services for the client, to drive optimal fleet. Continually review the need for additional services and be accountable for articulating the business need and resulting benefit.
If service failure occurs, act as final escalation point for Client Services when necessary
Lead the continual collaboration with Client Services, Client Relations and Executive Advocates (as assigned) to maintain and regularly review both the Business Plan and an itemized action plan for each client. Lead efforts to prioritize and complete client driven initiatives by marshalling multiple resources to accomplish objectives by established deadlines.
Responsible for ensuring the organization is aware of client feedback from routine interactions with clients as well as formal Client Satisfaction Survey results. Hold the organization accountable for action plans to increase client satisfaction when necessary and escalate when that is not occurring.
On-going knowledge development is a must for this position – the ability to continually expand and develop your professional skills and knowledge; industry knowledge, client knowledge, Wheels organizational and product knowledge, etc… The innate desire to continually challenge yourself to go beyond the expected for your clients – strive for excellence.
Compliance to all facets of the Account Management program as articulated by management
Other duties and responsibilities as assigned
Several years of progressively responsible work experience that includes direct client contact in a business-to-business or financial services environment. Demonstrated experience in account management, consulting, strategic planning and implementation and high-level customer service along with project management, problem solving ability and analytical skills is required.
A Bachelor’s Degree, or at least seven (7) years equivalent related experience is a minimum requirement for this job.
Outstanding communications and interpersonal skills are essential. The successful Account Manager will display the aptitude to understand client needs and the ability to influence internal support for a shared vision to address those needs. He or she must be able to provide appropriate advice, effectively present information to multiple levels of stakeholders and persuade decision makers to take the right course of action. A commitment to maintaining ongoing communications internally and externally is very important. Producing tangible results by improving each client’s fleet program, year over year, is key in this role.
This individual must have the proven skills and confidence to tailor their style to all levels within an organization. For example, the ability to read an audience, in the moment, and switch from high level strategy to detailed data review and back again is essential. The ability to realize when an audience is becoming disengaged then naturally advance/accelerate a presentation or meeting while still delivering the key message is equally critical.
It is critical that he or she be very proficient in Microsoft Excel (advanced usage preferred). Experience with Microsoft Access is helpful. Strong analytical skills and creativity are also needed. The ability to manipulate and analyze data to identify trends and issues is required. The successful Account Manager will be able to diagnose complex problems, develop workable solutions, and present the merit of those solutions in a compelling manner. He or she must be capable of working with complicated issues yet still pay attention to important details.
The Senior Account Manager must be able to represent Wheels at industry events and be able to articulate Wheels value to clients. The Senior Account Manager must also be able to represent the Results+ Methodology and the Account Management Program.
This position requires excellent project management skills including organization, planning and follow-up. The ability to balance priorities, manage multiple tasks and lead the activities of others is required. The successful Account Manager must possess the professional maturity and interpersonal savvy required to earn the respect and support of clients and colleagues, which is critical to the success of this position. The ability to convey credible confidence in every client interaction is required. Regular travel is a requirement as well.
Energy, versatility, enthusiasm and a strong independent work ethic are essential. To be successful, a candidate must be committed to getting involved and making a difference. Intelligence and resilience are important characteristics. The successful Account Manager will be able to fit into an organization that prides itself on customer responsiveness, strong values and high performance.
External Company URL: www.wheels.com