Client Relationship Manager III

About Vitu

At Vitu, our engaged workforce is the key to our success. We are committed to creating a positive, inclusive, and motivating environment where employees feel valued, connected, and empowered.

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 offices in California, Florida, Georgia, Illinois, Indiana, Minnesota, Montana, North Carolina, New Hampshire, New Jersey, New York, Ohio, Oregon, Pennsylvania, and Virginia.

Job Summary

The Client Relationship Manager III works independently monitoring all aspects of operations for select CMS clients. They are the expert on anything related to that client’s work within operations. This position is critical due to the high touch requirements demanded to ensure client satisfaction and will fill the need for high touch client support allowing for better operational focus for driving the business. This position will work cross functionally with many teams across the organization as the operations point of contact for their assigned clients. The Client Relationship Manager III is a subject matter expert on all things related to operations.

Responsibilities

• Contribute to customer satisfaction by consistently meeting and/or exceeding expectations and commitments by providing a high level of customer service to both internal and external customers; by solving customer problems quickly and effectively.

• Work directly, professionally and collaboratively with operations team, client, product,

• implementation and other cross-functional teams as required to meet the client’s needs.

• Provide proactive communication to client related to operations status updates, as well as product and software enhancements.

• Point of contact for escalations. Liaise and interact as voice for both company and client. Coordinate resolution to pivotal customer issues and concerns, safeguarding the business. Ensure clients are notified and remain updated of planned or unplanned deficiencies of services, from discovery through remediation.

• Maintains strong working knowledge of operations status and follow up in relation to Service Level Agreements (SLA’s).

• Monitor customer satisfaction levels. Continually maintain awareness of client’s business needs.

• Review and mitigate process gaps. Provide recommendations for business process efficiencies. Report

• notable concerns to leadership and provide suggestions for resolution.

• Effectively lead calls with assigned client’s and cross functional team members.

• Project management, review, and updates to client on Dealertrack Action Plans / Supplier Action Plans/ Root Cause Analysis.

• Review and update Audit Results weekly/monthly.

• Review quality misses and Field Issue Tracking (FIT) data provided by client and escalate concerns.

• Client Invoice/Credit Review.

• Ensure service modifications and enhancement requests are thoroughly vetted and outlined.

• Validate comprehensive documentation of requirements are detailed and clearly define company and client responsibilities. Confirm level of efforts are obtained by all appropriate stakeholders. Document and submit Service Request Forms, Projects Request, Change Control’s, or like documentation.

• Have comprehension of designated client’s Agreements, Amendments, Statements of Work, Service Schedule’s, Pricing and other agreement related documentation to help ensure all parties are in adherence. Notify leadership upon identification of discrepancies.

• Adhere to established procedural controls and objective metrics to ensure accurate measurements of performance reporting. Comply with corporate policies and procedures.

• Provide coverage of responsibilities in the absence of team members, peers or management.

• Establish cadence and facilitate client meetings.

• Perform other duties as assigned or needed.

• Travel is required.

• Position is hybrid work in office/home

Salary Range

$77, 000 - $115, 700