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.

What You’ll Be Doing

The Account Lead is directly responsible for managing the Account Business Relationship. This role will lead the Account Business Center and Operations 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 relationships to establish the program into their fleet operations.

During a Typical Day, You’ll

• Build customer relationships to exceed their needs and deliver additional Automotive Department product offerings as needed.

• Capable of effectively facilitating customer meetings and training sessions.

• Develop and execute detailed, results-oriented project plans and deliverables.

• Complete training courses as directed by Operations and/or Training.

• Manage customers’ accounts day-to-day as the Single Point of Contact (SPOC) and maintain stellar relationships with clients, Automotive Department Cross-Functional Team Members, and key stakeholders within Automotive Department Mobility.

• Manage new customer onboarding needs—from contract signing to product education—ensuring that customer metrics and targets are achieved.

• Lead vehicle connectivity for customers to ensure fleet performance while maintaining accurate fleet counts.

• Serve as the conduit of communication for the Automotive Department Business Center to Automotive Department Sales with onboarding steps.

• Escalate onboarding concerns and keep the SAR Team up to date on the progression of client relationships.

• Provide Voice of the Customer feedback on Automotive Department products (functionality and customer needs) to the Automotive Department Engineers and Development Team.

• Support month-end invoicing and billing 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 (Associate’s 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:

  • Fleet Management

  • Automotive Industry, Technology, and Telematics

• Experience with project management and productivity tools (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 relationships. Uses diplomacy and tact, and can diffuse high-tension situations comfortably.

  • Possesses a strong ability to influence and exert tactful persuasion.

  • Presents a professional and polished image.

  • Makes timely decisions, sometimes with incomplete information and under pressure; able to make both quick and high-quality decisions based on analysis, wisdom, experience, and judgment.

• Problem-solving skills and ability to multitask.

• Excellent written, verbal, and listening skills.

• Ability to work well and build relationships across all levels of the organization.

• Excellent organizational, time management, and problem-solving skills.

• Logical thinker and proactive self-starter.

• Proven ability to thrive in a fast-paced environment.

• Works well independently and in a team environment, with the ability to identify business needs and effectively communicate them to an IT organization.

Other

• Must effectively support varied time zones as required based on business needs.

• Hours of operation: 8 a.m. to 8 p.m., Monday to Friday.

About Percepta

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

Our values are the heartbeat of our organization, and we live by them every day:

• 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. 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 is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We strive to reflect the communities we serve by delivering not only amazing service and technology but also humanity.

As a global company, we know diversity is our strength—it enables us to view projects and ideas from different perspectives and allows every individual to bring value in their unique way.

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