Strategic Account Manager

Hankey Group External • Los Angeles, CA

4d • Onsite

About The Position

The Strategic Account Manager oversees all Originations activity for Westlake’s Enterprise, CARMAX, and IMT Strategic regions, ensuring operational excellence, high-quality underwriting execution, and strong dealer partnerships. This role champions daily performance, coaching, strategic communication, and continuous improvement across analysts and DSRs assigned to these high-impact regions.

Requirements

• Strategic Thinking & Execution – Ability to identify trends, troubleshoot enterprise-level obstacles, and implement scalable solutions.
• Communication Excellence – Clear, influential communication with dealers, analysts, DSRs, Sales, and senior leadership.
• Operational Mastery – Deep understanding of underwriting workflow, Visor Bot metrics, fraud controls, and booking process.
• Coaching & Leadership – Proven ability to upskill teams, enforce accountability, and develop high performers.
• Dealer Relationship Management – Exceptional ability to nurture and grow relationships with Enterprise, IMT, and high-volume accounts.
• Adaptability – Comfortable working in a fast-moving environment with continuous updates and shifting strategic priorities.

Responsibilities

• Achieve and maintain daily booking KPIs for Enterprise and IMT Strategic regions.
• Participate in strategy meetings with the Divisional Manager to review prior performance, outline priorities, and identify strategic adjustments.
• Hold team members accountable for meeting individual daily booking goals.
• Conduct daily huddles with your assigned strategic region team to align objectives, review headcount, and communicate shifting priorities.
• Provide daily training touchpoints for each Credit Analyst and DSR reinforcing policies, coaching micro-skills, and addressing observed gaps.
• Respond to internal Pre-Checks and Exception Requests within 60 minutes from underwriting team (only).
• Ensure standardized CA booking processes are followed consistently across all strategic accounts.
• Confirm Analysts call all decline decisions and all pending deals through random audits, logging feedback in Coaching Logs.
• Review Visor Bot dashboards daily and ensure the region meets or exceeds all targeted metrics.
• Review previous day’s Visor Bot performance with each Analyst.
• Connect with Top Strategic: CARMAX, Enterprise or IMT dealership daily, strengthening partnership communication.
• Handle all dealership escalation or “heat” issues from Enterprise/IMT accounts same day, including those involving Sales.
• Support CarMax or other enterprise-level partner inquiries immediately.
• Track all suspected or confirmed fraud cases in the Fraud Log, ensuring alignment with company policies.
• Ensure Analysts follow proper decline timeline procedures (5-day decline policy).
• Respond to all internal and external calls within two hours.
• Recognize and acknowledge positive performance “catch them doing something right” to foster engagement and culture.
• Complete upper-management projects related to strategic reporting, process refinement, dealer feedback, and policy reinforcement.
• Review and respond to “Failed” audits; conduct coaching sessions based on findings.
• Manage communication from an expanded Strategic Sales force via email, IM, and phone.
• Charge, log, and expense all third-party verifications for the Strategic Accounts team.
• Sign, maintain, and communicate Docusigned policy acknowledgments.
• Ensure Next Deal Button compliance across all employees in strategic regions.
• Report and assist in resolving system or IT issues affecting Emanate and other tools.
• Process and log refunds related to Enterprise or IMT Strategic regions.
• Manage UltiPro (UKG) entries for timecards and vacation schedules for yourself and your designated strategic region team members.
• Log at least two coaching discussions monthly with each team member (weekly check-ins encouraged).
• Attend and participate in biweekly meetings with ROM peers and the Divisional Manager.
• Coordinate with the Fraud Prevention Team to mitigate exposure and monitor high-risk strategic dealers.
• Attend weekly meetings with the Senior Vice President representing Enterprise/IMT performance and updates.
• Process and log all refunds associated with your strategic accounts.
• Submit a comprehensive monthly fraud log for Enterprise & IMT Strategic regions.
• Provide a consolidated monthly coaching log for all team members.
• Participate in at least one regional sales conference call per month.
• Achieve the Enterprise/IMT Strategic monthly production goals.
• Communicate expectations and review results of early charge-off and early-out audits with your team.
• Attend and contribute to quarterly Town Hall meetings.
• Communicate new initiatives, policy updates, and strategic rollouts to the team.
• Complete all HR-related hiring tasks: candidate screening, interviews, and onboarding for strategic region staff.

Benefits

• Medical, Dental, and Vision benefits
• Life Insurance and Long-term disability plans
• Flexible Spending Account
• 401K matching
• Employee Stock Ownership Program in a $18.2 Billion Company, plus company matching
• Wellness Programs
• Metro Tap Card and Metro-link Reimbursement (for Los Angeles, CA employees only)
• Career Path Opportunities
• Discounts on Parks, Museums, Movie Tickets, and Attractions
• Employee Loan Assistance
• Annual Flu Shot
• Paid Vacations Days
• Paid Sick days
• Paid holidays
• HGym (available in our Los Angeles, CA & Dallas,TX office)
• Rental Car Discounts
• Dell Member Purchase Program
• UKG Wallet Acknowledgment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed