Lead Account Executive

Lead Account Executive  – CMS Job Description

Vitu, 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.
...