Key Account Manager

About the role

This position falls under our Corpay line of business and is located in Brentwood, TN.

Responsibilities

• Serve as the primary client services contact that is responsible for supporting retention, client satisfaction and issue resolution for your assigned accounts.
• Assist with all aspects of client relationships to ensure satisfaction and effective use of products and services.
• Act as the main liaison for assigned clients, providing responsive and thorough account support, problem resolution, and data analysis.
• Handle inbound communication (email and phone) from clients with professionalism and urgency.
• Develop and implement a strategic growth plan for your clients based on contract specifications, client needs, and operational considerations.
• Lead regular check-ins and scheduled calls to review performance, provide updates, and conduct training and education sessions as necessary.
• Make recommendations or advocate on behalf of the customer regarding account changes, financial or transactional accommodations, or ongoing support needs.
• Anticipate client needs and proactively present service solutions to ensure continued satisfaction and retention.
• Maintain monitoring service levels through client feedback and identify any challenges or opportunities for improvement within existing accounts.
• Collaborate with internal departments to coordinate efforts and resolve client issues efficiently.
• Identify and partner with sales or leadership regarding potential opportunities for further development (currently not responsible for direct upselling).
• Ensure client retention and satisfaction through consistent engagement and high-quality service delivery.
• Manage time and resources effectively to meet productivity goals and ensure comprehensive account coverage.
• Troubleshoot client issues to determine root cause and coordinate resolution across system, training, or configuration areas.
• Continuously develop professionally by improving skills and leveraging internal tools and systems.
• Embrace and support change initiatives across the organization.

Qualifications & Skills

• Minimum 4 years of call center or customer service experience required.
• Prior experience in account management or client-facing roles preferred.
• Comfortable managing a high-volume client base while maintaining personalized service.
• High School diploma or GED required; Bachelor's Degree or equivalent work experience preferred.
• Proficiency in Microsoft Office suite; familiarity with Salesforce is a plus.
• Strong communication, problem-solving, and organizational skills are essential.
• Superior customer service skills are required, with the ability to react quickly and decisively to resolve customer issues in a professional manner.
• Proactive and self-directed in managing priorities and delivering consistent results.