Account Lead

TTEC • Dearborn, MI

2d • Remote

About The Position

At Percepta, we bring first-class service across each market we support. As an Account Lead in Dearborn, MI (Remote), you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

The Account Lead is directly responsible for managing the Account Business Relationship. This role will lead the Account Business Center and Operations Team who will provide premium customer support, knowledge, and expertise to clients and assist them with managing their fleets and the data around their fleet vehicles. Responsibilities may include sales support and participating in new business assessment and/or requirement-gathering engagements. The Account Lead is responsible for developing and managing client account strategy and relationships to establish the program into their fleet operations.

Requirements

• High school diploma required.
• 2+ years of operational management experience within a call center production environment strongly preferred.
• Experience with senior and executive-level management communications and formal presentation delivery.
• Previous experience focused on Fleet Management.
• Previous experience focused on Automotive Industry, Technology, and Telematics.
• Experience with project management and productivity tools (MS Project, MS Office, Excel, and Visio) preferred.
• Relates well to all types of people and possesses the ability to work across all levels of an organization.
• Builds constructive, trust-based relationships.
• Uses diplomacy and tact, and can diffuse high-tension situations comfortably.
• Strong ability to influence and exert tactful persuasion.
• Presents a professional and polished image.
• Makes timely decisions, sometimes with incomplete information and under pressure; able to make both quick and high-quality decisions based on analysis, wisdom, experience, and judgment.
• Problem-solving skills and ability to multitask.
• Excellent written, verbal, and listening skills.
• Ability to work well and build relationships across all levels of the organization.
• Excellent organizational, time management, and problem-solving skills.
• Logical thinker and proactive self-starter.
• Proven ability to thrive in a fast-paced environment.
• Works well independently and in a team environment, with the ability to identify business needs and effectively communicate them to an IT organization.
• Must effectively support varied time zones as required based on business needs.

Nice To Haves

• Associate’s or college degree preferred.
• 2+ years of operational management experience within a call center production environment strongly preferred.
• Experience with project management and productivity tools (MS Project, MS Office, Excel, and Visio) preferred.

Responsibilities

• Manage the Account Business Relationship.
• Lead the Account Business Center and Operations Team.
• Provide premium customer support, knowledge, and expertise to clients.
• Assist clients with managing their fleets and the data around their fleet vehicles.
• Participate in sales support, new business assessment, and/or requirement-gathering engagements.
• Develop and manage client account strategy and relationships.
• Build customer relationships to exceed their needs and deliver additional Automotive Department product offerings as needed.
• Facilitate customer meetings and training sessions.
• Develop and execute detailed, results-oriented project plans and deliverables.
• Complete training courses as directed by Operations and/or Training.
• Manage customers’ accounts day-to-day as the Single Point of Contact (SPOC).
• Maintain stellar relationships with clients, Automotive Department Cross-Functional Team Members, and key stakeholders within Automotive Department Mobility.
• Manage new customer onboarding needs—from contract signing to product education—ensuring that customer metrics and targets are achieved.
• Lead vehicle connectivity for customers to ensure fleet performance while maintaining accurate fleet counts.
• Serve as the conduit of communication for the Automotive Department Business Center to Automotive Department Sales with onboarding steps.
• Escalate onboarding concerns and keep the SAR Team up to date on the progression of client relationships.
• Provide Voice of the Customer feedback on Automotive Department products (functionality and customer needs) to the Automotive Department Engineers and Development Team.
• Support month-end invoicing and billing as needed.
• Monitor Contract Management reports in CRM and support resolutions.
• Maintain clear, concise files of appropriate documents.

Benefits

• Percepta is proud to be an equal opportunity employer.
• All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
• Percepta is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams.
• We strive to reflect the communities we serve by delivering not only amazing service and technology but also humanity.
• As a global company, we know diversity is our strength—it enables us to view projects and ideas from different perspectives and allows every individual to bring value in their unique way.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED