Lead Account Executive

Lead Account Executive - CMS Job DescriptionVitu, Inc is seeking a Lead Account Executive (LAE) to join our team supporting Collateral Management Solutions (CMS) business unit.Job Summary:LAE is a subject matter expert and a direct line of contact for management, internal/external customers and team members. The individual for this position exemplifies expertise with time management, client relationship management, strategic thinking and wherewithal to solve complex issues and disputes, completes tasks and requests on or before deadlines. This individual excels in verbal and written communication skills, illustrates the ability to work well and collaborate with internal team members, provides alternative solutions to problems, identifies efficiency gains and is looked upon by peers as a leader. The position demands consistent exhibition of professionalism, interacting collaboratively, respectively, and constructively with Clients/Customers, Operations, Implementation, Product, Accounting, Compliance and various other external stakeholders and internal cross-functional teams. CRM IV will successfully maintain their own client assignments and responsibilities related to the CRM role and act as a team mentor.Primary CRM Duties/Key Responsibilities:Contribute to customer satisfaction by consistently meeting and/or exceeding expectations and commitments by providing a high level of customer service to both internal and external customers; by solving customer problems quickly and effectively.Work directly, professionally and collaboratively with operations team, client, product, implementation and other cross-functional teams as required to meet the client's needs.Provide proactive communication to client related to operations status updates, as well as product and software enhancements.Point of contact for escalations. Liaise and interact as voice for both company and client. Coordinate resolution to pivotal customer issues and concerns, safeguarding the business. Ensure clients are notified and remain updated of planned or unplanned deficiencies of services, from discovery through remediation.Maintains strong working knowledge of operations status and follow up in relation to Service Level Agreements (SLA's).Monitor customer satisfaction levels. Continually maintain awareness of client's business needs. Review and mitigate process gaps. Provide recommendations for business process efficiencies. Report notable concerns to leadership and provide suggestions for resolution.Effectively lead calls with assigned client's and cross functional team members.Project management, review, and updates to client on Dealertrack Action Plans / Supplier Action Plans / Root Cause Analysis.Review and update Audit Results weekly/monthly.Review quality misses and Field Issue Tracking (FIT) data provided by client and escalate concerns.Client Invoice/Credit Review.Ensure service modifications and enhancement requests are thoroughly vetted and outlined. Validate comprehensive documentation of requirements are detailed and clearly define company and client responsibilities. Validate scope and level of efforts are obtained by all appropriate stakeholders. Document and submit Service Request Forms, Projects Request, Change Control's, or like documentation.Have comprehension of designated client's Agreements, Amendments, Statements of Work, Service Schedule's, Pricing and other agreement related documentation to help ensure all parties are in adherence. Notify leadership upon identification of discrepancies.Adhere to established procedural controls and objective metrics to ensure accurate measurements of performance reporting. Comply with corporate policies and procedures.Provide coverage of responsibilities in the absence of team members, peers or management.Establish cadence and facilitate client meetings.Perform other duties as assigned or needed.Travel required 10-15% of time.Additional Responsibilities/Expectations:Be responsible for select strategic partners that require the attention of a senior (experienced) account management.Be "team" oriented. Proactively reach out, support and openly communicate with team members from other departments to identify areas of opportunity for improvement and overall satisfaction to internal and external customers.Provide mentorship to team members on both an individual basis and in group settings. Continuously demonstrate best practices for team assignments such as: contract negotiations, communication strategies, change control, project management, service request forms, action item logs, etc.Reporting and Communications. May be called upon to draft client-facing communications.Balance team and individual responsibilities. Exhibit openness to alternative points of view, give and welcome feedback, support success of the team, build morale and aid in gaining group commitments to goals and objectives.Attend meetings alongside peers to ensure adherence to best practices and provide guidance for areas identified as needing improvement.Follow policies and procedure; complete administrative tasks correctly and on time, support organizational goals and values.Demonstrate excellent written and verbal communication skills.Preferred Experience & Specialized Knowledge and Skills:Bachelor's Degree or equivalent combination of education and related work experience4 years client relationship experience3+ years of automotive title and/or vehicle finance and client support preferred.Ability to work with a diverse group of individuals to extract, define, and document business processes. Strong ability to negotiate and gain consensus across a diverse group of participants.Effective communication skills: written, verbal and presentation.Working knowledge of MS Office tools.Experience with Salesforce, a plus.Must be able to maintain a flexible work schedule, travel as needed, be on call and work weekends and holidays as necessary.Mental acuity (i.e. detail oriented, ability to multi-task, prioritize) to execute the duties of the position successfully to meet business needs.Pay Type: Salary (Annual Salary Range: $64,334.00 - $118,478.00)