Hooksett, New Hampshire, United States

Position Title: Core Account Manager

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 communityvalues 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.

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

What You'll Do

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 departmentit'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.

What You'll Bring

• 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 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.

Why Merchants?

At Merchants Fleet, you'll join a team that combines heart, hustle, and expertise to help organizations move their businesses forward. You'll have the opportunity to build meaningful client relationships, solve complex challenges, contribute to innovative fleet solutions, and grow your career with an industry leader that values collaboration, continuous learning, and service excellence.

If you're energized by relationship-building, strategic problem-solving, and delivering exceptional client experiences, we encourage you to apply.

The Company

You're invigorated by team collaboration and a fast-paced work environment. Opportunities for growth motivate you to always bring your A-game. Youre tired of being told no when you think of ways to improve, innovate, and do things better.

Theres a place for people like you. Welcome to Merchants Fleet.

Weve been around for more than 60 years, but were the fastest growing fleet management company in North America. The fleet industry is behind every delivered package, the summertime memories kids make on their way to camp, and the heavy-duty trucks and vans that keep the lights on. Thats a lot of responsibility, and why we want our employees to always be at their best.

Everything at Merchants Fleet is fueled by our entrepreneurial spirit, including:

• Leadership who truly lead and engage with employees
• Real career paths and the tools you need to grow and develop
• A work environment thats encouraging and collaborative

We know employees wont stay if theyre not happy, which is why we provide a great benefits package on top of our award-winning work environment. In fact, weve just made the Great Companies to Work For in NH list for the 10th year and have a 84% employee satisfaction score (higher than the national average of 57%).

So, what are you waiting for? See why a career with Merchants Fleet is the best decision your future self has ever made.

Equal Opportunity Employer, including disability/protected veterans