Account Services Mgr 2

About the role/team:

The Account Services Manager II – Corporate Payments is responsible to grow , retain, and service strategic customers. They collaboratively work with all stakeholders as a part of a team of professionals to provide the highest levels of service, and to achieve department goals. Account Services Managers perform and facilitate day-to-day operational work for all strategic customers and integrate new products and product enhancement initiatives. They are responsible for the relationship and technical management of customers who spend in excess of $15m annually. An Account Manager leverages the best available technology and tools to increase productivity and efficiency, while utilizing creative and advanced issue resolution when faced with unique customer requests and scenarios. All responsibilities should be carried out in a customer centric approach where the customer is viewed holistically while ensuring that world-class service is at the foundation of each interaction.    

How you will make an impact:

Account Management:

• Serve as resource and voice of strategic customer at WEX

• Serve as an expert level of knowledge contact for day to day needs through phone, email and system tools relative to customer accounts.

• Collaborate and communicate with a variety of departments to ensure a positive customer experience, by sharing knowledge, proposing ideas and implementing a solution that creates efficiencies and improving processes

• Retain and partner with Relationship Manager to grow all strategic accounts

• Participate and contribute to the success of the strategic plan by communicating and advocating for the needs of strategic customers to the organization

• Provide technical support of new products, services to all strategic customers

• Build and foster strategic relationships with sales division

• Identify customer trends to improve customer experience

• Prepare and present professional level information, analysis and recommendations 

• Represent department/role during lead user meetings

• Demonstrate well-polished and proficient presentation, verbal and written communication skills and portray and instill confidence in WEX with all stakeholders at all times. 

• Be team, goal and detail oriented while demonstrating self-motivation. 

• Formally document all communications with customers in company systems to ensure availability of customer information and continuity of customer history 

• Provide superior/world class customer service

• Responsible for driving customer loyalty by solving day to day inquiries 

• Responsible for recognizing and defusing client discrepancies 

• Serve as first point of contact for customer escalations while following through with all contractual obligations pertaining to those escalations

• Own customer case escalations 

• Provide customers 24/7 escalation call support through an on-call team rotation 

• Identify and exceed the needs of the organization and clients through collaboration, strategic outreach, problem-solving and adaptability to the needs and market objectives of our Strategic Customers

• Identify reporting needs, create solution based paperless reporting and analyze data to provide the customer with wisdom for managing the  program

• Participate on cross-functional or core teams relating to strategic customers

• Attend team and other necessary meetings to remain current on customer initiatives, internal processes, and operations that may affect customer account and experience 

• Recommend process changes and administrative procedure updates 

• Attend client visits and deliver expertise and professionalism during on-sites and quarterly business reviews 

• Demonstrate WEX Core Values daily 

Issue/Problem Resolution: 

• Must adhere to security policies

• Monitor and manage high risk accounts

• Able to conceptually understand how to balance risk and service. 

• Proactively and collaboratively identify red flags with internal and external stakeholders 

• Own, develop and implement creative solutions to proactively address red flags