Account Lead

Account Lead

At Percepta, we bring first-class service across each market we support. As an Account Lead in Dearborn, MI, 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 Operation 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 relationship to establish the Program into their Fleet Operations.

During a Typical Day, You'll :

• Build customer relationships to exceed their needs and deliver additional Ford Pro product offerings as needed.
• Capable of effectively facilitating customer meetings and training sessions.
• Developing and executing detailed oriented project plans and deliverables.
• Complete training courses as directed by Operations and / or Training.
• Day to day managing of Customers Accounts as the Single Point of Contact (SPOC) and
• Maintaining stellar relationship with Clients, Ford Pro Cross Functional Team Members and key stakeholders within Ford Mobility.
• Manage new customers onboarding needs, from contract signing to assistance with product education ensuring that customer metrics / targets are being achieved.
• Lead vehicle connectivity for customer to ensure fleet performance while maintaining the accurate fleet counts.
• Be the conduit of communication for the Ford Pro Business Center to Ford Pro Sales with onboarding steps.
• Escalate onboarding concerns and keeping the SAR Team up to date on the progression of Client Relationships.
• Provide Voice of the Customer Feedback on Ford Pro Products (functionality and customer's needs) to the Ford Pro Engineers and Development Team.
• Month end invoicing and billing support as needed.
• Monitor Contract Management reports in CRM and support resolutions.
• Maintain clear, concise files of appropriate documents

What You Bring to the Role :

Education :

High school diploma required (Associates degree or college degree preferred)

Experience :

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 :

Experience with project management and word processing software, spreadsheet and flowcharting applications (MS Project, MS Office, Excel and Visio) preferred.

Skills : Communication :

Relates well to all types of people and possesses the ability to work across all levels of an organization. Builds constructive, trust based effective relations. Uses diplomacy and tact. Diffuses high-tension situations comfortably.

Possesses strong ability to influence and exert tactful influence.

Presents a professional and polished image.

Makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure; able to make both quick and high-quality decisions based upon a mixture of analysis, wisdom, experience and judgment.

Problem solving skills, multi-tasker

Excellent written, verbal and listening skills

Ability to work well and build relationships with all levels of the organization

Excellent organizational, time management and strong problem-solving skills

Logical thinker

Proven ability to work in a fast-paced environment, highly motivated, self-starter

Works well independently and in a team environment, ability to identify business needs and effectively communicate needs to an IT organization

Other :

Must effectively support varied time zones as required based on business need

Hours of operation 8 am to 8 pm, Monday to Friday.

Percepta is proud to be an equal opportunity employer where 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 embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.