VIP Customer Advocate

About the role/team:

The role of VIP Customer Advocate is to provide an elevated level of service and support to Chevron's high-value accounts, identify ways for them to maximize the value of the program, and ensure the retention, growth, and customer satisfaction of these accounts.

• How you will make an impact:

• Responsible for implementing retention strategies to retain our top accounts, including identifying early attrition indicators.

• Serves as a relationship manager to high-value customers during and after the sales process to drive loyalty.

• Acts as a single point of customer contact to coordinate resolution of service incidents and escalation of technical issues.

• Engages with customers through the customer lifecycle, including implementation, helping them with solutions, or putting a product into use.

• Assists with problem resolution and escalation whenever necessary, ensuring the program works smoothly to minimize disruption for the fleet.

• Generates non-fuel revenue from assigned accounts, including upselling and cross-selling of related products.

• Collaborates with sales and support groups to identify opportunities to maximize efficiencies for the customer.

• Uses in-depth knowledge of client, the industry, and WEX product knowledge to drive and increase adoption and customer utilization of products.

• Helps create customized reporting that may not be easily accessible to Fleet Managers to ensure they have the necessary data to manage their fleets.

• Monitors competitor activity in accounts and implements strategies to maintain account ownership and block competitor advancement.

• Serves as a liaison between the customer and WEX to advocate for the customer by relaying issue trends or process improvement recommendations.

• Utilizes customer fueling data to identify opportunities to encourage and drive customer fueling at Chevron sites.

• Leverages relationships to help us achieve team retention, account growth, and revenue goals.

Experience you will bring:

• High school diploma or equivalent required. Customer Service and/or Sales related continued education desired.

• 5+ years of customer service, account management, or sales-related experience required.

Preferred Qualifications

• Demonstrated ability to approach account management with a growth and sales-oriented perspective.

• Proficient in Excel, with the ability to quickly analyze and understand customer fueling data

• Experience working in Siebel, PeopleSoft, Salesforce, and Gmail

• Proven ability to solve complex problems and handle escalated customer issues.

• Excellent communication skills; written and verbal

• Demonstrated negotiation skills 

The base pay range represents the anticipated low and high end of the pay range for this position. Actual pay rates will vary and will be based on various factors, such as your qualifications, skills, competencies, and proficiency for the role. Base pay is one component of WEX's total compensation package. Most sales positions are eligible for commission under the terms of an applicable plan. Non-sales roles are typically eligible for a quarterly or annual bonus based on their role and applicable plan. WEX's comprehensive and market competitive benefits are designed to support your personal and professional well-being. Benefits include health, dental and vision insurances, retirement savings plan, paid time off, health savings account, flexible spending accounts, life insurance, disability insurance, tuition reimbursement, and more. For more information, check out the "About Us" section.

Pay Range: $57,000.00 - $75,000.00