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Director, Strategic Account Management

Brentwood, TN, USA Req #5143
Tuesday, September 13, 2022

What We Need

FLEETCOR is currently looking to hire a Director, Strategic Account Management within our Customer Service division. This position falls under our NA Fuel line of business and is located in Brentwood, TN. In this role, you will be responsible for the strategic planning and execution of the operations. You will report directly to the VP, Customer Experience and will regularly collaborate with various departments.
 

How We Work

As a Director, Strategic Account Management, you will be expected to work in a hybrid environment. FLEETCOR will set you up for success by providing:

  • Assigned workspace in Brentwood, TN
  • Company-issued equipment + remote access 
  • Monthly home internet stipend

Role Responsibilities    

The responsibilities of the role will include:

  • Leading tactical emphasis is on account management and retention, quality management, workforce planning, recruiting, coaching and training
  • Performing metrics include net promoter score, retention, call efficiency, low abandonment rate, staffing utilization, acceptable turnover, and financial performance
  • Committing to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale
  • Providing strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for account management, retention of clients and net promotor score
  • Driving thoughtful and prompt resolutions for executive escalations
  • Delivering results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development
  • Leading and deploying new initiatives and executing on complex operational processes
  • Developing and maintaining effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision
  • Identifying potential process, control or compliance gaps and leads initiatives to remedy the issue and mitigate associated risks.
  • Maintaining procedure inventory
  • Advising management on desirable operational adjustments due to regulatory, product/service, and/or vendor management changes
  • Expanding the Quality Process to focus on systematic issues impacting performance, and include the capture of business intelligence
  • Diagnosing, recommending, and implementing operational transformation efforts to significantly improve customer experience and operational excellence
  • Focusing on quality process engineering and operational process transformation
  • Functioning as thoughtful, key contributor to operational strategy discussions with product and LOB owners
  • Willing to respond to unanticipated issues and constantly reprioritize based on business demands
  • Building the operating model and playbook of best practices around improving performance and delivering a higher degree of predictability and customer care
  • Evaluating situations, identifying gaps, recommending controls/products to achieve strategic objectives, and “tell the story” succinctly in order to gain support and champion change
  • Leading operational changes through formal change management processes

Qualifications & Skills

  • Proven leader with extensive performance improvement consulting background
  • Successful experience evaluating internal customer care, sales and support processes and workflows and has clearly revamped/optimized/monetized processes
  • Quality process re-engineering, customer satisfaction, and operational process transformation expertise
  • Familiarity with CRM and analytical tools (i.e. Salesforce, Verint, Tableau, and other contact center systems)
  • Entrepreneurial spirit with an ability to manage ambiguity while planning and syncing for results
  • Six Sigma certification preferred
  • Strong communication and influencing skills, experience working with cross-functional teams and global external partners
  • Bachelor’s degree in business-related field or equivalent education and related training
  • Possess or quickly acquire an in-depth knowledge of the company’s products and services and functions required to retain and grow our customer base
  • Collaborate with team to identify opportunities for process improvements and takes initiative in managing process improvements
  • Coach and mentor team members in the fulfillment of their responsibilities including but not limited to meeting service level agreements
  • Strong interpersonal skills and an ability to build rapport with customers, manage escalations, and encourage revenue growth
  • Organized and detailed approach to work
  • Self-driven, works with urgency, prides himself/herself in timely and effective communication, and puts strong emphasis on the team member and our customers
  • Able to manage and see projects to successful completion with detail and accuracy; ability to share successes in a meaningful way with key stakeholders

Benefits & Perks

  • Medical, Dental & Vision benefits available the 1st month after hire
  • Automatic enrollment into our 401k plan (subject to eligibility requirements)
  • Virtual fitness classes offered company-wide
  • Robust PTO offerings including: major holidays, vacation, sick, personal, & volunteer time
  • Employee discounts with major providers (i.e. wireless, gym, car rental, etc.)
  • Philanthropic support with both local and national organizations
  • Fun culture with company-wide contests and prizes

Our Company & Purpose

FLEETCOR is a global leader in business payments, laser focused on developing smarter ways for businesses to pay their expenses.  Since 2000, FLEETCOR has developed innovative digital solutions that help businesses better track, manage, and pay their expenses. Today, FLEETCOR is an S&P 500 company with hundreds of thousands of customers using our products in over 100 countries. Companies of all sizes, industries and geographies rely on our product portfolio to manage spending more quickly, efficiently and securely than ever before.   

 

We embrace a culture grounded in five key values: integrity, collaboration, innovation, execution and people.  These values offer you the opportunity to ‘thrive & grow’ through career development, volunteer, community, and wellness initiatives. This allows you to create a balance between professional goals and personal achievement.

 

FLEETCOR is also committed to building and nurturing a culture of diversity, inclusion, equality, and belonging by:

  • Welcoming people of different backgrounds, cultures, ethnicities, genders, and sexual orientations;
  • Empowering our people to share their experiences and ideas through open forums and individual conversations; and
  • Valuing each person’s unique perspectives and individual contributions.

Embracing diversity enables our people to “make the difference” as FLEETCOR and its more than 8,000 employees continue to shape the future of global payments. Learn more by visiting www.FLEETCOR.com or following FLEETCOR on LinkedIn.

 

Equal Opportunity/Affirmative Action Employer

FLEETCOR is an Equal Opportunity Employer. FLEETCOR provides equal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department. #LI-KZ1 #LI-Hybrid 

Other details

  • Job Family Managers
  • Pay Type Salary
  • Employment Indicator Employee
Location on Google Maps
  • Brentwood, TN, USA