Strategic Account Manager

Strategic Account Manager
Los Angeles, CA | On-site role

The Strategic Account Manager oversees all Originations activity for Westlake’s Enterprise, CARMAX, and IMT Strategic regions, ensuring operational excellence, high-quality underwriting execution, and strong dealer partnerships. This role champions daily performance, coaching, strategic communication, and continuous improvement across analysts and DSRs assigned to these high-impact regions.

Daily Expectations

Strategic Production & Performance

• Achieve and maintain daily booking KPIs for Enterprise and IMT Strategic regions.
• Participate in strategy meetings with the Divisional Manager to review prior performance, outline priorities, and identify strategic adjustments.
• Hold team members accountable for meeting individual daily booking goals.

Team Communication & Leadership

• Conduct daily huddles with your assigned strategic region team to align objectives, review headcount, and communicate shifting priorities.
• Provide daily training touchpoints for each Credit Analyst and DSR reinforcing policies, coaching micro-skills, and addressing observed gaps.

Operational Execution

• Respond to internal Pre-Checks and Exception Requests within 60 minutes from underwriting team (only).
• Ensure standardized CA booking processes are followed consistently across all strategic accounts.
• Confirm Analysts call all decline decisions and all pending deals through random audits, logging feedback in Coaching Logs.
• Review Visor Bot dashboards daily and ensure the region meets or exceeds all targeted metrics.
• Review previous day’s Visor Bot performance with each Analyst.

Dealer & Sales Experience

• Connect with Top Strategic: CARMAX, Enterprise or IMT dealership daily, strengthening partnership communication.
• Handle all dealership escalation or “heat” issues from Enterprise/IMT accounts same day, including those involving Sales.
• Support CarMax or other enterprise-level partner inquiries immediately.

Fraud Prevention & Compliance

• Track all suspected or confirmed fraud cases in the Fraud Log, ensuring alignment with company policies.
• Ensure Analysts follow proper decline timeline procedures (5-day decline policy).

Communication & Responsiveness

• Respond to all internal and external calls within two hours.
• Recognize and acknowledge positive performance “catch them doing something right” to foster engagement and culture.

Expanded Daily ROM Responsibilities Applied to Strategic Accounts

• Complete upper-management projects related to strategic reporting, process refinement, dealer feedback, and policy reinforcement.
• Review and respond to “Failed” audits; conduct coaching sessions based on findings.
• Manage communication from an expanded Strategic Sales force via email, IM, and phone.
• Charge, log, and expense all third-party verifications for the Strategic Accounts team.
• Sign, maintain, and communicate Docusigned policy acknowledgments.
• Ensure Next Deal Button compliance across all employees in strategic regions.
• Report and assist in resolving system or IT issues affecting Emanate and other tools.
• Process and log refunds related to Enterprise or IMT Strategic regions.

Weekly Expectations

• Manage UltiPro (UKG) entries for timecards and vacation schedules for yourself and your designated strategic region team members.
• Log at least two coaching discussions monthly with each team member (weekly check-ins encouraged).
• Attend and participate in biweekly meetings with ROM peers and the Divisional Manager.
• Coordinate with the Fraud Prevention Team to mitigate exposure and monitor high-risk strategic dealers.
• Attend weekly meetings with the Senior Vice President representing Enterprise/IMT performance and updates.
• Process and log all refunds associated with your strategic accounts.

Monthly Expectations

• Submit a comprehensive monthly fraud log for Enterprise & IMT Strategic regions.
• Provide a consolidated monthly coaching log for all team members.
• Participate in at least one regional sales conference call per month.
• Achieve the Enterprise/IMT Strategic monthly production goals.
• Communicate expectations and review results of early charge-o