Account Support Lead - Automotive Retail

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WHY JOIN ENTREGA
Entrega is a growing technology professional services firm headquartered in Michigan, delivering enterprise technology, digital, and business solutions to global clients. We help leading organizations solve complex business challenges through the successful execution of business-critical technology initiatives, supported by our ongoing investment in our people, processes, and technology.

At Entrega, we believe exceptional client outcomes begin with exceptional employees. We provide an environment where professionals are trusted with meaningful responsibility, supported by experienced leadership, and empowered to make a measurable impact.

You'll work alongside a talented team serving Fortune 500 clients, contribute to high-visibility initiatives, and have opportunities to influence how our company continues to grow. As we expand, employees who consistently deliver results have opportunities to broaden their responsibilities, advance their careers, and help shape the future of the organization.

If you're looking for an opportunity to make a meaningful impact, learn and grow professionally, and help shape the future of a growing professional services firm, we encourage you to explore a career with Entrega.

POSITION SUMMARY
The Account Support Lead is responsible for managing an assigned list of Automotive Retail Dealer accounts on the technical performance and optimization of a software application while setting the standard of high performance amongst the Account Support team.  They will also support the manager and Project Delivery team by executing reporting, owning ad hoc initiatives, and ensuring OEM client satisfaction regarding deliverable execution.

RESPONSIBILITIES
This description reflects the primary accountabilities of the role and is not intended to be an exhaustive list of all responsibilities. Role scope may evolve in alignment with business needs.

• Project Delivery Support - As the Lead is directly engaged with Automotive Retail Dealers and OEM stakeholders regarding Dealer utilization of software applications, they will be exposed to opportunities for efficiencies, innovations, as well as risks, issues and obstacles.  The Team Lead is expected to proactively communicate these opportunities and risks to their manager and the Project Delivery team while leveraging their front-line experience to recommend solutions and corrective courses of action.  They will also work closely with leadership to implement new processes and solutions based on program direction while consistently meeting deliverable goals and objectives. Drive the successful execution of ad hoc initiatives by taking ownership of short-term special projects. Collaborate cross-functionally to ensure the project scope is well-defined, deadlines are strictly adhered to, and progress is transparently communicated. Deliver insightful reports and meticulously gather and process data to provide the manager and project delivery team with actionable insights for strategic decision-making.
• Client Engagement - This role supports an assigned group of Dealer clients by consulting them on how to leverage features and benefits of a launched software application to meet their goals. They will be responsible for assisting in the creation of the strategy to meet these goals, including but not limited to the development and roll out of talk tracks, dealer monitoring techniques and best practices to their Account Support teams. They will communicate with urgency, empathy, and value.  The Account Support Lead will drive client engagement and software utilization through the development of their teams, application feature enablement, technical solutions and performance audits.  They are expected to set the standard regarding client engagement with the Account Support team.  Performance is expected to be in the top 10% of the team. 
• Technical Solution Management - Supporting Automotive Retail Dealers regarding the technical performance of an already launched software application, they will engage in technical troubleshooting and the monitoring of technical performance. This support must be maintained for their assigned dealers while also serving as level 2 support for any escalations from any dealer assigned amongst their Account Support team. This role is expected to thoroughly address Dealer questions and/or issues by leveraging their advanced knowledge on the software application, independent research and investigation, and conducting root cause analysis.  This role requires continued learning of the software application, Dealership inventory data process, and multiple third-party vendors’ functionality to maintain advanced technical understanding. This continuous learning can be accomplished via existing OEM, Entrega and Vendor training material, but this role will also play a part in both maintaining this material and supporting the generation of new material as the dealer’s digital landscape changes.
• Software Utilization and Performance – Support Dealer’s utilization targets by regularly auditing Dealer’s settings and encouraging feature enablement to optimize both the consumer and Dealer experience. Consistent monitoring of Dealer engagement and utilization will drive proactive outreach to dealers to improve Dealer utilization KPI’s put in place by the Entrega team and our OEM stakeholders. Reviewing technical tickets and providing insights to the Performance Advisor for further analysis.  Providing quality control monitoring of software to ensure functionality works correctly on Dealer’s websites and identifying ways the Dealer can drive more consumer awareness on their website.  
• Additional Responsibilities - Perform other tasks and duties as required to support and contribute to the overall success of the organization.

QUALIFICATIONS
The following qualifications reflect the experience, capabilities, and attributes typically required to perform successfully in this role.

• Technically proficient understanding of Automotive Retail vendors including DMS, CRM, trade-in and digital retailing tools and able to take this knowledge to explain technical tasks and issues to non-technical stakeholders. Ability to successfully acquire this knowledge through Entrega and OEM provided training.
• Professional work demeanor, detail-oriented work ethic, and excellent communication skills.
• Proven ability to handle difficult conversations with clients and internal teams while still meeting business objectives, resolving issues effectively, and maintaining positive relationships.
• Demonstrated ability to solve problems and formulate recommendations to help clients and internal stakeholders achieve their goals.
• Comfortable working under pressure and strict deadlines.
• Strong organization, prioritization and analytical skills required.
• Self-starter with a high degree of integrity and professionalism that possesses strong organization, prioritization and analytical skills.
• Proficient understanding of organization, time management and client management methods.
• Ability to work independently as well in a team environment.
• Ability to work an 11:00 AM – 8:00 PM ET shift.

EDUCATION AND EXPERIENCE

• Bachelor’s degree required.
• Minimum of 2 years OEM Automotive Retail program experience required.

CAREER GROWTH
Entrega is committed to investing in the long-term growth and development of our employees. As our company continues to grow, employees who consistently demonstrate strong performance, accountability, and leadership are provided opportunities to expand their responsibilities, develop new capabilities, and advance their careers.

We believe career growth is earned through meaningful contributions and a commitment to excellence. Many of our leaders have helped build new services, improve how we operate, lead strategic initiatives, and shape the future direction of the organization.

If you're looking for more than just your next position, and instead want the opportunity to build a meaningful career with a company that values initiative, ownership, and continuous improvement, Entrega offers an environment where your contributions can make a lasting impact.

COMPENSATION & BENEFITS
Entrega offers a competitive compensation package designed to recognize experience, capability, and performance. Where applicable, employees may also be eligible to participate in performance-based incentive programs aligned with individual and organizational results.

We are committed to supporting our employees both professionally and personally through a comprehensive benefits program that includes medical, dental, and vision coverage, a 401(k), paid time off, and additional programs that promote health, well-being, and work-life balance.

HIRING PROCESS
Our hiring process is designed to help both you and Entrega determine whether this opportunity is the right fit. Depending on the position, candidates may participate in multiple interviews, assessments, or other evaluation activities as part of the selection process. We are committed to providing a professional, respectful, and timely experience for every candidate.

EQUAL EMPLOYMENT OPPORTUNITY
Entrega is an Equal Opportunity Employer. Entrega does not discriminate in employment opportunities or practices because of race, any trait historically associated with race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, marital status, veteran status, height, weight, disability, genetic information, or any other characteristic protected under state or federal law.