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