Account Services Manager 2 at WEX, inc. in South Portland, Maine

Job Description:

General Purpose:

The Account Manager 2 acts as a single point of contact and is responsible for the operational account management, issue resolution, retention and growth of an assigned portfolio of strategic customers.

Essential Duties and Responsibilities:

Relationship / Account Management:

• Execute and facilitate daily operational work for the shared portfolio




• Meet the department service level agreement (respond to customer email correspondence in 1 business day and return voicemail within 2 business hours) or other applicable service level agreement




• Operate as the main point of operational contact for the customer




• Retain and grow all customers in the shared portfolio




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




• Participate on cross-functional or core teams relating to Strategic Fleets or assigned portfolio




• Participate and contribute to the success of the Strategic Plan by communicating and advocating for the needs of the shared portfolio to the organization




• Participate in MP Boarding conversion efforts impacting the shared portfolio, if applicable




• Deliver verbal and written communication that effectively instills confidence in WEX with all stakeholders at all times




• Model a goal and detail oriented team environment while demonstrating self-motivation

Issue/Problem Resolution:

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




• Provide quality innovative solutions to manual or special-handling process requests




• Communicate with teammates and internal stakeholders on issue status and resolution




• Collaborate with cross functional teams to resolve electronic file issues




• Implement best practices to proactively reduce potential fraud or other product and service related issues.




• Collaborate with Receivables and FSC regarding credit, rebate and remittance issues

REPORTING:

• Gather reporting requirements for complex/custom file development and communicate to technical reporting teams for slotting and prioritization.




• Demonstrate the ability to probe for deeper understanding of the client need versus the request and strategically evaluate the best path for satisfying that need.




• Demonstrate the ability to strategically view reporting across the entire department, evaluating the need for custom versus standard reporting, and taking action as appropriate.




• Facilitation of customized reporting to support special circumstances.




• Able to conceptually understand how to balance service with profitability to ensure that reporting solutions are cost effective, scalable, and to the maximum benefit to WEX and the fleet.

PROJECT MANAGEMENT:

• Act as the SME resource in projects affecting clients, inclusive of PMO development projects




• Play a key role in new product initiatives and/or development projects through the SDLC process




• Create innovative solutions to manual or special-handling processes




• Facilitate and promote the use of tools and/or services




• Engage with Sales and Product to determine gaps between marketplace growth strategies and system functionality, partnering to document, stage, prioritize and drive development requests to fruition.




• Analyze, document, train and enforce new products and processes.

Minimum Required Qualifications for Consideration

• College degree preferred




• Strong communication, follow through, and networking skills




• Advanced computer skills required; including Word, Excel, PowerPoint, etc.; Experience preferred with Microsoft Excel formulas and pivot tables




• Experience or proven ability to learn technical file specifications




• Strong organizational skills




• Excellent written and verbal skills




• Analytical and mathematical skills




• Ability to prioritize and multi-task




• Proven experience working cross-functionally




• Customer Service background




• Account Management experience




• Time management skills




• Must pass a successful background investigation

Preferred Qualifications:

• Account Management experience

At WEX, we reward innovation, hard work and excellence.

Benefits include:

• 401(k) Plan




• Adoption Assistance




• Bonus Plan




• Dental Insurance




• Dependent Life Insurance




• Employee Assistance Program




• Employee Referral Award Program




• Expedition - WEX's Sabbatical Program




• Extended Parental Leave




• Flexible Spending Accounts (Medical and Dependent)




• Health Insurance




• Life Insurance/AD&D




• On Site Fitness Facility in South Portland location




• Pet Insurance




• Paid Time Off(PTO)




• Short- and Long-Term Disability Programs




• Tuition Reimbursement




• Vision

Equal Opportunity Employer/Vets/Disability