Job DescriptionXperigo is an exciting place to work. Xperigo provides premium, end-to-end customer experience management services including roadside assistance, tier 1 and 2 call centre services, telematics and e-call services to over 43 brands in North America.
For over 29 years, Xperigo has worked closely with our clients as a valued strategic partner providing world-class solutions tailored to our clients. Utilizing new and emerging technology to manage the customer experience both inside and outside the vehicle, Xperigo’s goal is to transform negative events into positive brand experiences.
Xperigo is currently recruiting for a dynamic and collaborative Account Executive. In this role, you would be reporting directly to the Vice President of Sales & Marketing and would be the single point of contact for your client accounts.
Develop and nurture relationships with assigned client accounts, maintaining and expanding the depth of relationship with primary stakeholders while serving as the single point of contact for each account.
Accountable for overall business performance on assigned accounts, including account growth, profitability and client satisfaction.
Oversee the day-to-day program management to ensure all contractual deliverables are achieved.
Provide reporting and analysis on key performance indicators to both internal and client stakeholders.
Prepare, negotiate and execute the client contract renewal process, including strategic plans and executing tasks required to meet or exceed Xperigo’s strategic goals.
Responsible for implementation of new client programs, coordinating with internal and external stakeholders to ensure smooth transition, integration and onboarding.
Co-ordinate and facilitate business planning including sales forecasting, strategic planning and preparation of annual budget.
Work closely with the operations team to optimize program performance and proactively address emerging issues related to the assigned accounts.
Oversee the client satisfaction survey process and develop strategies for closing gaps that negatively impact client satisfaction with Xperigo.
Respond to inquiries/requests/issues/customer complaints in a timely and professional manner to quickly provide effective resolution.
Regularly communicate with client stakeholders to probe for current challenges and identify areas for strategic business development opportunities.
Lead solution development efforts that best address customer needs, while coordinating the involvement of all necessary resources required.
Serve as the Subject Matter Expert for all items related to the client contract with Xperigo, providing guidance and direction to all internal resources on matters pertaining to client service agreements.
Serve as lead resource during contract development process during renewal negotiation, addition of addendums and/or new agreements associated with the account.
Serve as single point of contact for all primary client representatives and filter appropriate information to internal stakeholders as required.
A passion for developing and maintaining positive client relationships and enhancing Xperigo’s customers’ experiences.
A positive “can-do” attitude with the ability and desire to take on new challenges.
6+ years of experience working in the automotive industry at corporate or dealer level and/or 6+ years of contact centre industry experience.
Experience managing budgets, meeting service levels and financial goals.
Strong interpersonal skills; ability work with/through others to lead, influence and motivate.
Excellent organizational and prioritization skills with exceptional attention to detail.
Creative problem solver with strong analytical capabilities.
Outstanding presentation skills and communication skills, both written and oral.
Solid working knowledge of the Customer Experience Management market.
Strong proficiency with MS Office and other desktop applications.
Salesforce experience is an asset.