Dealer Key Accounts Process Manager

Summary:

This position supports Key Accounts dealers while working with several internal ADT teams and external partners. The incumbent supports the Key Accounts dealer portfolio representing the largest channel partners by assisting them with questions of policy, technology changes, and best practices and advocating for them to ADT leadership when required. Daily duties may require working with and providing feedback to high level ADT leadership and dealer partner executive teams.

Duties and Responsibilities:

• Provides day to day support for Key Accounts dealer partners on escalated concerns not limited to disputes, account funding, and account service issues.
• Meets weekly with internal ADT teams and select partner leadership to discuss concerns or upcoming changes.
• Advocates for dealer in internal ADT discussions of changes with special emphasis on how change could impact dealer partner business or operations positively or negatively.
• Supports Director of Dealer Operations on escalated dealer concerns by researching issue using MMB, Call Center, or Dealer Portal and summarizing findings with clear and concise feedback.
• Supports ADT builder business by submitting amendment requests for new builder program partners. May be required to train dealer partner on address protection process.
• Communicates changes to dealer partners and solicits feedback on new initiatives when required.
• Supports Director of Dealer Operations on new dealer initiatives which may require pulling and compiling dealer data from different ADT sources.
• Serves as subject matter expert on regional team for ADT Dealer reports if dealer partners have questions or concerns.
• Serves as the dealer "go-to" for questions related to any process changes which may include changes to the contract, account creation, or guideline changes.
• In special circumstances may be responsible for training and granting access to ADT systems for new dealer partners including but not limited to ADT Dealer Portal access, 3PS, VRT, and Alarm.com and ensuring they have accounts created with Equifax, equipment vendors, and one of the account creation platforms.
• Supports Key Accounts dealers by monitoring individual cut in-to funding ratios. Able to identify dealer trends contributing to lower ratios.
• Provides dealer feedback and coaching in a professional manner when issues are brought to attention by internal ADT teams.
• On occasion responsible for submitting Funding Exception Forms to resolve escalated dealer partner concerns through the internal approval and documentation process. Responsible for communicating outcome to dealer partners.
• Creates reports for internal ADT and external dealer partner teams on different aspects of dealer business. Frequency of reporting may be daily, weekly, or monthly.

Education:

• Undergraduate degree or equivalent business experience.
• Three years of experience in a team lead capacity supporting ADT dealer operations.

Experience:

• Candidate should have a clear understanding of all aspects of ADT dealer process which includes on-boarding, shelling, selling, installing, and funding.
• Strong situational analysis and communication skills.

Pay and Benefits Disclosure:

The salary range for this role is $73,600-$110,400 and is based on experience and qualifications. Certain roles are eligible for annual bonus and may include equity. These awards are allocated based on company and individual performance. We offer employees access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, life insurance, well-being benefits, and paid time off, among others. Employees accrue up to 120 hours in their first year. Your accrual rate increases after your first year. We also offer 6 paid holidays.

Anticipated application end date will be 11/15/24.

ADT is an Equal Employment Opportunity (EEO) Employer. We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. ADT strives to ensure every employee and applicant feels valued. Visit us at jobs.adt.com/diversity to learn more.