Note: The job is a remote job and is open to candidates in USA. Merchants Fleet is a fleet management company that provides fleet solutions to organizations across diverse industries. The Client Relationship Manager serves as the primary relationship owner for a portfolio of clients, delivering strategic fleet guidance, resolving issues, optimizing account performance, and supporting retention and growth.
Responsibilities
- Serve as the primary point of contact for assigned clients, ensuring timely resolution of issues and seamless delivery of Merchants services
- Develop a deep understanding of each client's business, industry, objectives, and fleet strategy
- Build strong, consultative relationships that foster trust, loyalty, and long-term partnership
- Conduct regular client health check-ins to proactively identify opportunities, address concerns, and support retention efforts
- Partner with Client Development Managers to expand service utilization and uncover opportunities for growth
- Provide guidance and support across all aspects of the fleet lifecycle, including vehicle ordering, delivery, registration, billing, fulfillment, remarketing, and vehicle offboarding
- Assist clients in developing fleet strategies that improve efficiency, control costs, and support business objectives
- Develop and deliver client reviews, fleet presentations, reporting, and consultative recommendations
- Maintain expertise in leasing structures, financing options, contracts, service offerings, and industry trends
- Build and maintain knowledge of vehicle specifications, upfits, vehicle sourcing, and fulfillment processes
- Act as an advocate for your clients while collaborating across Merchants teams to deliver exceptional outcomes
- Utilize reporting tools, dashboards, alerts, and analytics to proactively manage account performance and identify opportunities for improvement
- Ensure adherence to client-specific service level agreements and quality standards
- Promote client self-sufficiency through education and support of Merchants' customer-facing technology solutions
- Represent the voice of the client in continuous improvement initiatives, helping enhance processes, tools, and the overall client experience
- Maintain accurate account documentation and workflow management within CRM systems
- Manage administrative activities throughout the lifecycle of client leases and rentals
- Partner closely with Sales, Operations, and cross-functional teams to onboard new clients and support ongoing account success
- Lead or participate in special projects that contribute to business growth and operational efficiency
Skills
- Bachelor's degree or equivalent combination of education and experience
- 5+ years of experience in client relationship management, account management, fleet management, leasing, or a related industry
- Strong understanding of fleet management principles, leasing programs, and client service best practices
- Proven ability to manage multiple priorities while maintaining exceptional attention to detail
- Strong analytical skills with the ability to interpret data and translate insights into recommendations
- Excellent verbal, written, presentation, project management, and interpersonal communication skills
- Demonstrated ability to influence, collaborate, and build relationships across all levels of an organization
- High degree of accountability, ownership, and self-motivation
- Advanced proficiency with CRM systems, Microsoft Office Suite, and business applications
- Willingness and ability to travel up to 10% nationwide
- CAFM certification preferred or willingness to pursue continued professional development
Benefits
- Real career paths and the tools you need to grow and develop
- A work environment that’s encouraging and collaborative
- The opportunity to build meaningful client relationships, solve complex challenges, contribute to innovative fleet solutions, and grow your career
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