Core Account Manager

About the role

As a Client Relationship Manager, you will serve as the primary relationship owner for a portfolio of clients ranging from privately held businesses to Fortune 500 organizations. Acting as a trusted advisor, you'll work closely with clients to understand their business goals, optimize their fleet operations, and ensure they receive maximum value from their partnership with Merchants. Success in this role requires a strong client-service mindset, business acumen, attention to detail, and the ability to proactively identify opportunities that strengthen client relationships, improve fleet performance, and drive long-term retention and growth. Location: Merchants Fleet HQ in Hooksett, NH or Remote Salary Range: $60,000 - $75,000 dependent on experience and qualifications

Responsibilities

• Build Trusted Client Partnerships
• 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.
• Deliver Strategic Fleet Solutions
• 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.
• Drive Service Excellence
• 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.
• Support Operational Excellence
• 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.
• What Makes You Successful
• At Merchants, service is more than a department-it's a mindset. Successful Client Relationship Managers demonstrate our Heart & Hustle values every day:
• Serving with Integrity by building trust, following through on commitments, and doing what's right for clients and teammates.
• Serving through Adaptability by navigating change, solving challenges, and responding to evolving client needs with confidence.
• Serving through Evolution by continuously seeking opportunities to improve processes, enhance the client experience, and drive better outcomes.
• Serving through Community by fostering strong partnerships, collaborating across teams, and contributing to a culture where everyone succeeds together.

Requirements

• 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.
• CAFM certification preferred or willingness to pursue continued professional development.
• Proven ability to manage multiple priorities while maintainin

Benefits

Additional Information

One Team. All Heart. All Hustle. At Merchants Fleet, service is at the heart of everything we do. It's the reason we show up every day and the lens through which we deliver results for our clients, teammates, and communities. Our Heart & Hustle culture comes to life through integrity, adaptability, evolution, and community-values that empower us to create exceptional experiences and lasting partnerships. We're looking for a Client Relationship Manager who is passionate about building trusted client relationships, solving complex challenges, and delivering strategic fleet solutions that help organizations succeed.

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