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-off and early-out audits with your team.
• Attend and contribute to quarterly Town Hall meetings.
• Communicate new initiatives, policy updates, and strategic rollouts to the team.
• Complete all HR-related hiring tasks: candidate screening, interviews, and onboarding for strategic region staff.

Key Competencies

• Strategic Thinking & Execution – Ability to identify trends, troubleshoot enterprise-level obstacles, and implement scalable solutions.
• Communication Excellence – Clear, influential communication with dealers, analysts, DSRs, Sales, and senior leadership.
• Operational Mastery – Deep understanding of underwriting workflow, Visor Bot metrics, fraud controls, and booking process.
• Coaching & Leadership – Proven ability to upskill teams, enforce accountability, and develop high performers.
• Dealer Relationship Management – Exceptional ability to nurture and grow relationships with Enterprise, IMT, and high-volume accounts.
• Adaptability – Comfortable working in a fast-moving environment with continuous updates and shifting strategic priorities.

PAY RATE:

• Total Compensation Potential: $110,000 – $115,000
  (Base: $70,304 + Potential Bonus Range: $39,696 – $44,696)
• The exact starting compensation to be offered will be determined at the time of selecting an applicant for hire and will be dependent on a wide range of factors, including but not limited to geographic location, skill set, experience, education, credentials, and licensure when applicable.

What do we offer? 

• Medical, Dental, and Vision benefits 
• Life Insurance and Long-term disability plans 
• Flexible Spending Account 
• 401K matching 
• Employee Stock Ownership Program in a $18.2 Billion Company, plus company matching 
• Wellness Programs 
• Metro Tap Card and Metro-link Reimbursement (for Los Angeles, CA employees only) 
• Career Path Opportunities 
• Discounts on Parks, Museums, Movie Tickets, and Attractions 
• Employee Loan Assistance  
• Annual Flu Shot
• Paid Vacations Days 
• Paid Sick days 
• Paid holidays 
• HGym (available in our Los Angeles, CA & Dallas,TX office) 
• Rental Car Discounts, Dell Member Purchase Program 
• UKG Wallet 

Acknowledgment 

We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

We are an equal opportunity employer and do not unlawfully discriminate in employment. No question on this application is used for the purpose of limiting or excluding any applicant from consideration for employment on a basis prohibited by local, state, or federal law. Equal access to employment, services, and programs is available to all persons. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the organization.