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Description

At Percepta, we bring first-class service across each market we support. As a 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.

What You’ll Be Doing

The Account Lead is directly responsible to manage 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 relationship 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.

* Mange 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:

o Fleet Management

o Automotive Industry, Technology and Telematics

* 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.

Established in 2000 as a joint venture with TTEC, Percepta specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

+ **Lead with humility** – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.

+ **Service beyond self** – We serve others—clients, customers, and teammates—with care and integrity in every interaction.

+ **Leave it better** – We take ownership and leave every process, person, and place better than we found it.

+ **Win together** – We succeed as one—celebrating, supporting, and showing up for each other.

+ **Deliver remarkable** – We go beyond expectations to create bold, meaningful moments that stand out.

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.

\#LI-Onsite #LI-Hybrid

**Primary Location:** US-MI-Dearborn

**Req ID:** 047RP