VP Client Relationships

Key Responsibilities

• 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.
• 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.

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.

Requirements

• 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.

Skills and Competencies

• 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.
• Bounded: 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.