Stoneeagle

The role is for a customer-facing relationship owner who consistently builds trust across our customer base. This role exists to ensure customers consistently feel known, heard, followed up with, or confident that their issues are owned through to resolution, and to seek opportunities to connect with our channel partner clients, their agents, and/or field teams and dealerships. This is not a pure support role, not a sales role, and not a product-request order-taker. The role is a hybrid account relationship management position responsible for proactive outreach, relationship coverage, identifying growth potential, issue visibility, and coordinating internally to ensure follow-up with each of our top clients. The person must be strong enough to earn external trust while disciplined enough not to promise fixes, roadmap changes, or special handling that the company has not committed to delivering.

You are expected to demonstrate integrity and trust in all interactions, both within the company and with clients, affiliates, competitors, and the industry. Speak up with your ideas and opinions, especially when they offer a different perspective, and show resilience during challenging times. Strive to deliver exceptional, “WOW” experiences to colleagues and clients, balance quality with meeting deadlines, and contribute to the future growth and improvement of our organization. Your role is to positively impact our people, products, processes, and outcomes, making lives better both internally and externally.

1. Relationship coverage:

• Own proactive relationship management across assigned strategic accounts, agents, dealer groups, and high-priority dealer contacts.
• Establish a regular outbound cadence for priority relationships, including phone calls, check-ins, implementation follow-ups, and post-resolution confirmation calls.
• Ensure customers hear from StoneEagle outside of QBRs, support tickets, renewals, escalations, and sales conversations.
• Identify opportunities to reconnect with key clients and develop a strategy to rebuild momentum.
• Regularly seek out and attend key client meetings with agents, field reps, or dealerships to promote StoneEagle's support for their goals.

1. Escalation coordination:

• Serve as the customer-facing escalation coordinator for relationship-sensitive issues.
• Capture the customer's actual problem, business impact, urgency, and desired outcome.
• Route issues to the correct internal owner without personally becoming the owner of every technical fix.
• Track escalated issues until there is a clear internal owner, status, next step, and customer-facing follow-up plan.
• Follow up with customers to confirm whether the issue is resolved from their perspective, not just whether StoneEagle internally marked it complete.
• Maintain a hot-list process for aging, high-risk, high-visibility, or repeatedly escalated customer issues.
• Maintain a regular direct-to-CEO meeting cadence until the CEO deems it unnecessary.

1. Success Measurements

• Achieves 100% follow-through on customer commitments, QBR action items, and customer requests, with no missed or unaddressed items.
• Maintains a documented and consistent contact cadence with every major customer, ensuring proactive engagement across assigned accounts. 
• Maintains a reliable customer relationship health scoring model that accurately identifies account risk and relationship strength.
• Demonstrates accuracy of customer health assessments, with customer outcomes aligning to assigned risk levels and relationship scores. 
• Improves or sustains customer retention through proactive relationship management, issue follow-up, and consistent customer engagement.
• Consistently delivers successful customer outcomes through accountability, responsiveness, and follow-through rather than activity volume alone.

• Ability to be a builder who can accept ambiguity and create what is needed for success from scratch
• Domain credibility in auto/F&I and the TPA-agent world
• Ability to lead across three internal teams without direct authority
• Detail-oriented with the instincts to determine when a customer deviates from agreements, with the ability to re-align in a mutually beneficial way.
• 10+ years in customer success, account management, strategic account management, implementation, client services, or relationship management in an automotive environment.
• Experience managing complex customer relationships with multiple stakeholder layers. Strong outbound relationship-building skills.
• Ability to rebuild trust with dissatisfied or neglected customers.
• Strong judgment in high-friction customer conversations.
• Experience coordinating escalations across internal teams without direct authority.
• Ability to document customer feedback clearly and translate it into themes, risks, and follow-up actions.
• Strong operating discipline: ownership tracking, follow-up management, CRM hygiene, and clear status communication.
• Ability to distinguish between relationship repair, support resolution, product feedback, and sales opportunities.
• Comfort working with executive stakeholders, field operators, and frontline users.
• Ability to say “I will find out and follow up” without overpromising.
• Automotive, F&I, dealer services, warranty, TPA, retail automotive, or dealership software experience.
• Experience working with dealer groups, field agents, TPAs, OEM-adjacent programs, or indirect distribution channels.
• Experience building customer health processes, escalation frameworks, or early-stage customer success motions.
• Experience with CRM, ticketing, customer health, support analytics, or account planning tools. Behavioral profile

• Proactive: Calls before the customer escalates.
• Disciplined: Tracks commitments and does not rely on memory.
• Credible: Can talk to executives, field agents, and dealers without sounding scripted.
• Calm under pressure: can absorb frustration without getting defensive.
• Direct: tells the truth internally and externally.
• Commercially aware: understands that relationship quality affects retention, expansion, and reputation.
• Operationally strong: turns ambiguous customer noise into structured action.
• Boundaried: Remains focused on its intended objectives rather than becoming a venue for addressing every outstanding internal challenge.
• Customer-centered but not customer-captured: listens carefully without becoming an order-taker.

• CRM Platforms (Salesforce, HubSpot) to consistently update customer information