The posting
Account Executive (Hybrid from Sacramento, CA or Wilmington, OH) As the leading innovator in Vehicle-to-Government (V2Gov) technology, Vitu is transforming the way vehicles, businesses, government, and drivers interact with one another. Vitu provides innovative, cutting-edge services to the motor vehicle industry. Our namesake solution manages titling and registration transactions in all 50 states and across multiple locations — all on one platform. With the mission of expanding and automating Vehicle-to-Government (V2Gov) transactions, the Vitu platform is reimagining how drivers, businesses and governments interact with vehicles. Vitu has offices in California, Florida, Georgia, Illinois, Indiana, Kentucky, Minnesota, Montana, North Carolina, New Hampshire, New Jersey, New York, Ohio, Oregon, Pennsylvania, and Virginia. Job Summary Senior works independently monitoring all aspects of operations for select clients. They are the expert on anything related to that client’s work within operations. This position is critical due to the high touch requirements demanded to ensure client satisfaction and will fill the need for high touch client support allowing for better operational focus for driving the business. This position will work cross functionally with many teams across the organization as the operations point of contact for their assigned clients. The Sr. Account Executive is a subject matter expert on all things related to operations. 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 the operations team, client, product, implementation and other cross-functional teams as required to meet the client’s needs.
Provide proactive communication to clients related to operations status updates, as well as product and software enhancements.
Point of contact for escalations. Liaise and interact as a 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.
Project management, review, and updates to clients on Action Plans / Supplier Action Plans / Root Cause Analysis.
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. Confirm levels 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.
Establish cadence and facilitate client meetings.
Travel required 10% of time.
Minimum Qualifications and Experience Bachelor’s Degree or equivalent combination of education and related work experience
4 years client relationship experience
5+ 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.
Working knowledge of Google applications.
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.
Compensation The salary range for this position is: $71-85k The final pay for this position will be determined by multiple factors including, but not limited to, location, education, experience, training and skills. At Vitu, our engaged workforce is the key to our success. We are committed to creating a positive, inclusive, and motivating environment where employees feel valued, connected, and empowered. We have an Employee first culture and foster a collaborative environment where innovation, creativity, diverse ideas and opinions are valued. We value each team member and ensure they have the opportunity to grow and contribute to the success of our organization. At Vitu, we care for our employees and their families. We offer a comprehensive benefits package including:
Healthcare Coverage for you and your family covering Medical, Dental & Vision
Tax Advantage accounts such as Health Savings Account (HSA) & Flexible Spending Accounts (FSA)
Generous PTO
Pet Insurance
Retirement Planning
ID Theft Insurance
Life and Disability Insurance
Commuter Benefits
Accident & Hospital, Critical Illness Insurance
Tuition Reimbursement
Vitu is an Equal Employment Opportunity Employer. We value diversity and are dedicated to providing an equal and inclusive working environment. We are committed to providing an environment that is free from discrimination and harassment. We do not discriminate on the basis of race, color, religion, age, sex, sexual orientation, gender identity, ethnicity, national origin or ancestry, disability, marital status, veteran status or any other category protected by applicable federal, state or local law. Vitu is committed to providing reasonable accommodations when requested by an applicant or employee with disabilities, unless such accommodations would cause undue hardship.
