Account Manager – Full-Time (Exempt) GNCO, Inc. | Independence, OH (Remote) Reports To: Manager of Client Experience Benefits: Health, Dental, Vision, 401(k), Paid Time Off JOB SUMMARY The Account Manager manages, and grows a portfolio of client accounts while serving as the primary point of contact for assigned clients. This role builds strong client relationships, delivers proactive fleet management support, and partners with clients, suppliers, and internal teams to improve fleet performance, control costs, resolve issues, and support client satisfaction and retention. The Account Manager is responsible for understanding client business objectives, monitoring key performance indicators, identifying opportunities for improvement, and delivering practical recommendations that align with client goals and Fleet Team's service standards. Success in this role requires strong relationship management, consultative problem-solving, cross-functional collaboration, and the ability to effectively manage multiple priorities in a fast-paced, client-focused environment. ESSENTIAL FUNCTIONS Client Relationship & Account Management - Serve as the primary point of contact for assigned client accounts, building trusted relationships and developing a strong understanding of each client’s business objectives, fleet requirements, operational challenges, and service expectations.
- Drive client satisfaction, retention, and account growth by identifying opportunities to improve fleet performance, reduce costs, increase operational efficiency, and support safety objectives.
- Analyze fleet activity, account performance, supplier performance, and cost trends to develop actionable recommendations and strategic account plans.
- Prepare and deliver KPI reporting, business reviews, fleet management plans, annual meetings, training sessions, and other client-facing presentations.
- Coordinate fleet planning activities, including replacement planning, budgeting support, off-lease activity, purchase orders, and other client initiatives.
- Client Advocacy & Issue Resolution
- Act as a trusted client advocate, proactively identifying concerns and taking ownership of escalated client, supplier, billing, and operational issues.
- Use critical thinking, troubleshooting, and root-cause analysis to develop solutions in partnership with internal teams, suppliers, and subject matter experts.
- Maintain clear communication with stakeholders regarding expectations, timelines, progress, risks, and resolution of issues.
Supplier & Dealer Management - Develop productive supplier and dealer relationships that balance client needs with cost, quality, service, and operational efficiency.
- Partner with Supplier Relations and other internal stakeholders to monitor supplier performance, communicate expectations, resolve service or billing concerns, and identify continuous improvement opportunities.
- Serve as a key escalation point for suppliers and service providers supporting assigned accounts.
- Quotes, Orders & Fleet Administration
- Coordinate equipment quote requests from requirements gathering through vendor selection, ensuring pricing, specifications, and scope align with client needs and Fleet Team standards.
- Facilitate site visits as needed to validate equipment requirements and applications.
- Coordinate approved quotes through order fulfillment, monitor progress, address potential delays, and communicate status and recommended solutions to stakeholders.
- Maintain accurate client activity, opportunities, quotes, orders, follow-up actions, and other account information in Salesforce and applicable company systems.
- Cross-Functional Leadership & Team Development
- Collaborate with Analytics, Business Development, Supplier Relations, department leadership, and other internal partners to execute client strategies and improve service delivery.
- Serve as a subject matter expert in account management, supplier coordination, fleet administration, invoicing processes, and client service.
- Provide coaching, guidance, and day-to-day support to Account Support Managers and other team members, helping prioritize workload, resolve challenges, and consistently meet client expectations.
- Support training, knowledge sharing, process improvement, and continuous improvement initiatives across the Fleet Team.
Invoicing Systems & Process Improvement - Oversee invoicing portal activity, including user access, dealer information, data integrity, and process compliance.
- Support onboarding, training, troubleshooting, and ongoing assistance for internal and external invoicing portal users.
- Develop and maintain training materials, process documentation, and user resources.
- Partner with system developers and internal stakeholders on system testing, enhancements, implementation, and process improvements that strengthen billing accuracy, workflow efficiency, reporting, and user experience.
POSITION QUALIFICATIONS EDUCATION - High School Diploma or equivalent required.
- Bachelor's degree in Business, Supply Chain Management, Logistics, Operations Management, Finance, or a related field preferred.
EXPERIENCE - Five or more years of experience in account management, client relationship management, fleet management, supplier management, customer success, or a similar business-to-business (B2B) environment.
- Demonstrated success managing client accounts, building stakeholder relationships, and serving as a trusted business partner.
- Proven ability to analyze operational and performance data, develop recommendations, and communicate insights to clients and internal stakeholders.
- Experience coordinating cross-functional initiatives, managing competing priorities, and resolving complex client, supplier, and operational issues.
- Strong background working with suppliers, vendors, dealers, and service providers to support business objectives and service delivery.
- Demonstrated ability to coach, mentor, and support the development of team members and colleagues.
- Proficiency with Salesforce or similar customer relationship management (CRM) systems.
ADDITIONAL REQUIREMENTS - Strong client relationship management skills with the ability to build credibility, influence stakeholders, and maintain long-term partnerships.
- Excellent verbal, written, presentation, and interpersonal communication skills.
- Demonstrated ability to analyze data, identify trends, and develop actionable recommendations that support client and business objectives.
- Strong problem-solving, critical-thinking, and decision-making skills with the ability to manage complex situations effectively.
- Ability to manage multiple priorities, meet deadlines, and perform effectively in a fast-paced, client-focused environment
- Proven ability to collaborate across departments and build productive working relationships with internal and external stakeholders.
- High level of professionalism, accountability, initiative, and attention to detail.
- Strong customer service orientation with a commitment to delivering an exceptional client experience.
- Proficiency with Microsoft Office, including Excel, Word, Outlook, and PowerPoint.
- Experience utilizing Salesforce or other CRM platforms, reporting tools, and business systems.
- Ability to adapt to changing business priorities and continuously identify opportunities for process improvement.
- Ability to travel up to 30% of the time.
Our company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
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