Strategic Account Manager

JOB DESCRIPTION:

As a Strategic Account Manager with a focus on the fleet industry, you will be responsible for cultivating client relationships within the fleet sector, managing an up-to-date portfolio of assigned key fleet accounts, overall client satisfaction, and acting as a liaison between external clients and internal team members. The Strategic Account Manager’s role requires a strong fleet customer-focused approach, excellent communication skills, attention to detail, as well as the ability to build and maintain long-term relationships with clients. This position is held responsible for developing a deep understanding of the client’s organizational needs and business objectives to create effective solutions that benefit both the customer and Reindeer Logistics.

In compliance with FLSA, this is a salaried position with the base hours of 8 am to 5 pm EST, Monday through Friday. The position will occasionally require after-hours and weekend support.

RESPONSIBILITIES: Daily responsibilities include, but are not limited to

• Build and manage relationships acting as the face of the customer while advocating transactions on behalf of our clients.
• Act as the primary contact for clients, managing all aspects of their experience to ensure excellency and repeat business.
• Suggest solutions and innovative ideas that effectively meet a client's needs when handling issues and complaints.
• Take ownership of assigned accounts, service levels & survey goals.
• Collaborate with internal teams to ensure seamless delivery of services and solutions for clients.
• Maintain and meet client retention requirements utilizing established KPI’s and standards for excellence.
• Maintain effective and timely communication to deliver best-in-class experiences.
• Prepare regular reports of progress and forecasts to internal/external stakeholders using key account metrics.
• Expand the relationships with existing clients by continually proposing solutions that meet our client’s objectives.
• Proactively work with clients to forecast upcoming needs, build schedules and resolve customer service issues.
• Communicate effectively with Account team members about challenges associated with client relations.
• Manage client satisfaction by following through on requests, seeking additional resources as required.
• Support other group members and departments appropriately in their efforts.
• Improve and help outline processes that benefit clients and increase Reindeer’s efficiency.
• Stay current with industry trends and new Reindeer systems, policies, and procedures.
• Fulfilling other duties as assigned by the Senior Director of Account Management
• Maintain accurate records of account activity, customer preferences, and service history within Salesforce.
• Light client travel, as needed, to foster and grow client relationships.
• Take control of escalated orders or service failures through completion.
• Notify and discuss claim denial requests with client prior to submission of denial to customer.

CORE COMPETENCIES:

· Proven experience in customer service and customer relationships

· In-depth knowledge of the fleet industry, including inventory management, telematics, and regulatory compliance

· Ability to meet goals and effectively fulfill duties in an environment of rapidly changing workflow and/or volume

· Strong track record of collaboration, customer service in a fast-paced dynamic environment

· Driven, enthusiastic, competitive and results focused

· Excellent time management and stress management skills

• Commits to organizational goals and objectives
• Demonstrates the ability to work independently
• Develops professional partnerships and useful internal relationships through open and effective communication, visibility and teamwork
• Responds with a sense of urgency and acts confidently, assertively, and decisively while taking responsibility and accountability for position requirements

Job Type: Full-time

Pay: $65,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• Monday to Friday
• Weekends as needed

Supplemental Pay:

• Bonus opportunities
• Performance bonus

Ability to Commute:

• Carmel, IN (Required)

Ability to Relocate:

• Carmel, IN: Relocate before starting work (Preferred)

Work Location: Hybrid remote in Carmel, IN

Salary : $65,000 - $75,000