Lead Account Executive Job Description

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 opportunities in California, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Indiana, Kentucky, Massachusetts, Maryland, Minnesota, Montana, North Carolina, New Jersey, New York, Ohio, Oregon, Pennsylvania, Texas, Virginia, and Wisconsin.

Job Summary

The Lead Account Executive position is held by a dynamic, highly motivated, service-oriented individual with state motor vehicle title and registration experience - requirements and technology. The primary focus of this position is to nurture trust, ensure satisfaction, and drive growth for assigned accounts. This position provides training and “white glove” service focused on making clients’ lives easier with the ultimate result of increased software utilization/revenue generation, client retention, and stellar Vitu reputation. In addition to clients, this position supports, motivates, trains and works with the AE team to troubleshoot internal and external issues, providing updates to the GM, escalating to the GM only when necessary, ultimately performing as the primary point of contact for the AE team.

Key Responsibilities

• The lead AE has the responsibilities of an AE with additional duties. Standard AE responsibilities include:

  • Support accounts assigned by the GM. “Rule of thumb” is 50 / AE but there may be more or less based upon how densely populated the area is with franchise dealerships.

    • Franchise dealerships shall be visited every 30 - 45 days. Other dealerships shall, at minimum, receive a phone call.

    • Lead AE’s may have fewer accounts to manage personally.

  • Be the face of Vitu, representing the company daily, meeting face-to-face with clients to build a sustainable business relationship built on the best product and best service in the industry. This results in a strong business relationship and dependence on Vitu for registration and titling solutions. This includes principles, GMs, GSMs, Finance, Corporate Controllers, and Title Clerks.

  • Install software, set up new user accounts, troubleshoot and resolve issues, and train dealership personnel on the use of Vitu platforms, taxes and fees, and state motor vehicle requirements for registration and titling service transactions.

  • Provide ongoing training related to technology improvements, updated processes and changing regulations.

  • Ask probing questions to discern improvements needed to maintain and grow client accounts, ultimately advocating for the client by providing information needed to drive efficiency, accuracy, service, and technological improvements.

  • Schedule dealer visits and phone calls in Dayforce, 2 - 4 weeks in advance.

  • Meet with dealership title clerks and finance representatives to review processes and procedures pertaining to their state-required paperwork. Provide assistance to help resolve transactional questions/issues.

  • Document each visit and contact in the CRM, adding action items and following the to completion, adding the resolution the the CRM.

  • Report issues/situations to dealership management and resolution to ensure the dealer’s continued ability to process.

  • Monitor metrics such as dealer error rates, active user list, and dealer licenses to ensure compliance with state regulations, retraining as needed to continually drive accuracy.

  • Build and maintain strong business relationships with key dealership personnel including title clerks, finance, and dealership management. This includes providing dealer support via visit, phone, chat and email as needed, ensuring questions are answered on the first contact.

  • Deliver exceptional customer service and support by being responsive and proactive to customer needs.

  • Provide consultative services to help ensure that the dealership is following state-required procedures and regulations.

  • Navigate the dealer's Dealer Management System to ensure that it is calculating state fees properly.

  • Provide hardware support, i.e., printer and scanner issues/questions.

  • Promote other applicable Vitu software solutions.

  • Be committed to teamwork, treating others with respect, communicating clearly and often, working together toward common goals, bringing ideas and resolutions to your leader and the team, and being present and attentive.

  • Provide after hours support, typically on a rotating schedule. When unable to work your scheduled time, work with your team members to trade shifts, updating your leader prior to the shift. Support, maintain, and retain accounts assigned by the GM. “Rule of thumb” is 50 / AE but there may be more or less based upon how densely populated the area is with franchise dealerships.

    • Franchise dealerships shall be visited every 30 - 45 days. Other dealerships shall, at minimum, receive a phone call every 30 - 45 days.

  • Be the face of Vitu, representing the company daily, meeting face-to-face with clients to build a sustainable business relationship built on the best product and best service in the industry. This results in a strong business relationship and dependence on Vitu for registration and titling solutions. This includes principles, GMs, GSMs, Finance, Corporate Controllers, and Title Clerks.

  • Serve as the primary point of contact for assigned dealers, resolving issues and complaints swiftly and effectively, ensuring timely solutions and corrective/preventive actions.

  • Identify upsell and cross-selling opportunities, pitching them to existing clients, communicating interests to Sales.

  • Install software, set up new user accounts, troubleshoot and resolve issues, and train dealership personnel on the use of Vitu platforms, taxes and fees, and state motor vehicle requirements for registration and titling service transactions.

  • Provide ongoing training related to technology improvements, updated processes and changing regulations.

  • Develop a deep understanding of clients’ Objectives, pain points, and desires by asking probing questions to discern improvements needed to maintain and grow client accounts, ultimately advocating for the client by providing information needed to drive efficiency, accuracy, service, and technological improvements.

  • Schedule dealer visits and phone calls in Dayforce, 2 - 4 weeks in advance.

  • Meet with dealership title clerks and finance representatives to review processes and procedures pertaining to their state-required paperwork. Provide assistance to help resolve transactional questions/issues.

  • Document each visit and contact in the CRM, adding action items and following the to completion, adding the resolution the the CRM.

  • Report issues/situations to dealership management and resolution to ensure the dealer’s continued ability to process.

  • Monitor metrics such as dealer error rates, active user list, and dealer licenses to ensure compliance with state regulations, retraining as needed to continually drive accuracy.

  • Build and maintain strong business relationships with key dealership personnel including title clerks, finance, and dealership management, establishing trust, credibility and strong relationships. This includes providing dealer support via visit, phone, chat and email as needed, ensuring questions are answered on the first contact.

  • Deliver exceptional customer service and support by being responsive and proactive to customer needs.

  • Provide consultative services to help ensure that the dealership is following state-required procedures and regulations.

  • Navigate the dealer's Dealer Management System to ensure that it is calculating state fees properly.

  • Provide hardware support, i.e., printer and scanner issues/questions.

  • Promote other applicable Vitu software solutions.

  • Be committed to teamwork, treating others with respect, communicating clearly and often, working together toward common goals, bringing ideas and resolutions to your leader and the team, and being present and attentive.

  • Provide after hours support, typically on a rotating schedule. When unable to work your scheduled time, work with your team members to trade shifts, updating your leader prior to the shift.

• Additional Lead AE duties include:

• Train all incoming AEs.

• Perform ongoing staff training.

• Schedule Monthly AE Meetings and trainings.

• Hold 1:1 minimum monthly with each AE.

• Update GM regarding AE progress, highlights from visits, outstanding action items/client issues, etc.

• Manage time off requests.

• Collaborate with Sales regarding installations and client issue resolution, where needed.

• Complete schedule within 3 business days of notification of the go-live with Sales

  • Provide schedules and contacts for dealers to be installed within 2 business days.

• Document and maintain all training materials, collaborating with AEs.

• Troubleshoot dealer escalations from CS and AEs escalating to the GM/Assistant Operations Manager where needed.

• Attend client meetings as requested by Sales, AE’s and/or Management as requested.

Minimum Qualifications and Experience

• Bachelor’s Degree or equivalent combination of education and related work experience

• 4 years client relationship experience preferred.

• 3 years experience as an Account Executive

• 3+ years of automotive industry experience including title and/or vehicle finance and client support preferred.

• Excellent communication, interpersonal , negotiation, strategic thinking and time management skills.

• Project management and organizational skills.

• Emotional intelligence, empathy, and resilience.

• 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.

• Ability to utilize state motor vehicle and internal reports to provide proactive dealer service and additional training to drive accuracy and compliance with state and local legislation.

• Knowledge of state motor vehicle regulations pertaining to registration processing.

• Experience with Chrome and Firefox configuration/settings.

• Ability to utilize various software including Microsoft Word, Excel, and Google Suite, and CRM tools..

• Ability to effectively communicate with all levels of dealership management and team members.

• Ability to work independently with limited supervision

• Ability to travel up to 150 miles, one way to dealer locations.