Sirius XM Radio Inc. Senior Manager, Automotive Partnerships in Irving, Texas
Senior Manager, Automotive Partnerships
Type of Position
Location: Irving, TX
Reporting to the senior director, this position oversees account activities to ensure that a high-level of customer service is provided to both OEM and vehicle end-users. This position will be focused on being the account operations lead, the main client and internal interface liaison, and the key driver for various topics such as contract adherence, Change Request (CR) management, and finance (invoice) management.
Duties and Responsibilities:
Ensures effective client relationships are developed and maintained.
Provides account support and alignment with marketing team to drive conversion, enrollment and improvements all with the goal of driving revenue growth.
Both leads and supports role in change requests and new features. Works with product, program management and engineering teams with scope definition of new initiatives.
Leads client meetings and CR tracking.
Resolves business issues on CR's and helps drive CR alignment internally and with the client.
Supports resolution of internal and external client production issues, such as trouble tickets.
Determines when to escalate issues to management.
Defect management - Prioritizes and determines public/private tickets.
Reviews outages and Root Cause Analyses (RCAs).
Manages business to contract and statement of work terms
Responsible for monthly OEM program operations review and services level compliance.
Maintains a high-level of customer service and customer support. Ensures satisfaction by responding quickly and accurately to client and end-user customer problems, concerns or needs.
Leads customer meetings. Monitors escalations and provides updates to management and client.
Serves as the contact point for client\customer issues and ensures issues are resolved. Works closely with operations, IT and others through issue resolution.
Oversees operational project activities and timelines to ensure projects are completed and requirements met. Monitors monthly production releases and maintains strong working relationships with project teams.
Monitors and identifies system requests, enhancements, operational issues and bug fixes. Partners with IT/operations to prioritize issues and/or requests.
Supports account management team with data requirements, marketing renewal efforts and service delivery initiatives as needed.
Interfaces to 3rd party suppliers (wireless carriers, dealer training partners, etc.).
Processes improvements for production back-end CRs and activities including steering committee, Change Control Forum (CCF), and CR pricing.
Release management: Represents FCA in daily internal meetings and in external meetings with OEM.
Data security interface: Coordinates with Sirius XM and OEM security teams.
IT Operations: Coordinates with Sirius XM and OEM operations teams, addressing operational issues such as Telecom connectivity, firewalls, security patches, and disaster relief.
No direct supervisory responsibilities are defined at this time but may interact with all levels of management and staff both internally and externally.
An additional resource may be added to this account and thus the senior manager would have an operations focused resource to manage.
Bachelor's degree or equivalent, relevant work experience.
7 to 10 years of account management, sales, customer service, program management, or related business experience.
Automotive experience preferred.
Requirements and General Skills:
Excellent verbal, written and presentation skills.
Strong analytical and problem-solving skills.
Ability to manage internal and external resources to achieve objectives.
Confident and determined approach; resilience and ability to cope with fast paced or stressful projects.
High-degree of self-motivation and ambition.
Ability to work both independently and as part of a team.
Ability to multi-task and shift priorities.
Sound judgment, decision making and follow through skills.
May interact with all levels of management and staff both internally and externally.
Some travel required. Ability to work flexible hours based on business needs.
Must have legal right to work in the U.S.
- Thorough knowledge of MS-Office Suite (Word, Excel, PowerPoint).
As an EEO/Affirmative Action Employer all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status.
The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice.
Company EEO Statement
Our goal at SiriusXM is to provide and maintain a work environment that fosters mutual respect, professionalism and cooperation. SiriusXM is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex, gender identity, marital status, familial status, veteran status, sexual orientation or any other characteristic protected by applicable federal, state or local laws.