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Position: Account Manager

The StoneEagle F&I (SEFI) Account Manager is responsible for the success of their assigned group of customer accounts by ensuring effective and timely delivery of our solutions as per the customer need. To do so, the Account Manager will need to grow into a trusted advisor for these accounts by developing beneficial and deep relationships with key customer executives and stakeholders.

Expectations:

  • Show up on time ready to work
  • Bring a positive attitude
  • Be prepared for daily tasks and responsibilities
  • Be respectful of fellow team members
  • Approach every day with a teamwork mindset
  • Always attempt to do more than what is required and provide maximum effort
  • Be willing to learn and to accept coaching and criticism
  • Provide leadership and set example for the team

Primary Responsibilities

  • Develop and maintain long-term working relationships with key customer executives and stakeholders at assigned accounts
  • Increase the stickiness of our current solutions by driving our penetrations deeper into each enterprise customer’s business while ensuring that our customers realize value with each new project/engagement
  • Advocate and collaborate internally with product and support teams on behalf of customers to ensure service delivery and issue resolution occurs in a timely manner
  • Establish regularly scheduled meetings and touch points, the frequency and audience of which are tailored to their enterprise value and size
  • Proactively monitor customers to ensure timely contract renewals, maximize system utilization and maintain service satisfaction levels
  • Develop a good understanding of the StoneEagle F&I Suite of Products to facilitate the right conversations with the right people as business need arises
  • Create statements of work and pricing addendums for services/solutions as needed
  • Monitor and ensure compliance with Service Level Agreements (SLA) and Service Level Objectives (SLO)
  • Partner with internal and external teams in the support of customer and company initiatives
  • Work with senior management to implement service dashboard for assigned accounts with key metrics such as SLA compliance, service delivery/improvements, revenue forecasting, renewals/new sales
  • Partner with other members of the team to drive process and service improvements on a continual basis

Secondary Responsibilities

  • Provide backup for Enterprise Customer Support Team when necessary
  • Participate in QA testing including feedback for QA process improvements/enhancements
  • Any other duties or responsibilities as assigned

Experience, Requirements, and Qualifications

  • Bachelor’s degree
  • 4+ years of prior enterprise account management responsibility, preferably in management of enterprise software solutions in a business domain such as insurance, finance, warranties, etc.
  • 5+ years of progressive customer-facing solutions/service delivery responsibility
  • Demonstrated track record of excellent collaboration with multiple business teams and leaders to deliver WOW service to customers
  • Excellent influencing, persuasion, and empathetic listening skills
  • Excellent written and verbal communication
  • Demonstrated in quantifying service improvement, customer satisfaction, retention, and delivery metrics
  • Salesforce experience a plus
  • Prior F&I industry experience a strong plus
  • Must be willing to travel across the US up to three times a month and sometimes more.
  • Industry Knowledge/Trends
  • Knowledge of Salesforce
  • Analytical
  • Detail oriented
  • Determined and Persistent
  • Focused, flexible and able to multitask on several various aspects of a project(s)
  • Listener
  • Learner
  • Solution Focused and Results Driven

Key Personal Traits & Success Characteristics

  • Strong positive, can-do attitude
  • Strong listener – customers should not have to say the same thing twice
  • Willingness to go above & beyond to ensure customers are always satisfied
  • Clear and comprehensive understanding of products
  • Strong desire and ability to assist and communicate with our customers via phone and email
  • Demonstrate a positive attitude, flexibility, and willingness to do anything to help the team
  • Overall understanding of the retail automotive industry and how our applications are used
  • Mission-driven work ethic
  • Possess strong time management skills and ability to prioritize issues
  • Ability to handle escalations and difficult customers
  • Show desire and effort to train others and help them succeed

 

Interested? Send us your resume.