Account Manager
The Regional Account Manager plays a pivotal part in CarNow's growth strategy by engaging with dealers and bringing consultative approaches to all scenarios. They're focused on customer loyalty, enhancing product value, customer retention, and building close long-term client relationships. They will proactively analyze accounts and identify opportunities for enhancement and communicate needs to necessary stakeholders to ensure customer success.
Responsibilities:
- Provides in person account management to a designated book of business between 75-120 dealer accounts.
- Attends onboarding and pre-launch consultation calls with the Implementation team to ensure a seamless handoff experience.
- Conducts pre-live audits through a HubSpot playbook to confirm set-up and that the account is ready for launch.
- Schedules and hosts in person launch meetings, training sessions, decision makers and end users showcasing the CarNow platform. Virtual meetings are acceptable at times.
- Performs refresh training for new dealer personnel when applicable.
- Achieves monthly retention goals by ensuring customer satisfaction and loyalty are met.
- Follows the Cancellation process for all churn in addition to contacting all cancellations within 24 business hours and documenting save plans in HubSpot CRM.
- Completes dealer Touchpoints on a 45-day cadence by emailing, texting or calling the dealer to check-in and offer support.
- Delivers Account Reviews to dealership personnel, including decision makers, on a 90- day cadence. Account Review should include, but is not limited to, product metrics reviews, ROI discussions, user engagement metrics, areas of opportunity and marketing suggestions.
- Makes backend configuration updates and provides technical support to the dealer ensuring that all settings are tested and function properly. Resolves all technical requests within SLA timeline.
- Providers best practices and product recommendations to the dealer to maximize ROI and user engagement.
- Tests and confirms connectivity to all 3rd party vendors such as inventory, website providers, integration partners.
- Collaborates with the internal sales team on new deals and prospects, upsell opportunities, dealer changes, and dealership personnel updates.
- Utilizes CarNow CRM (HubSpot) to log and document all communication and changes on an account. This includes emails, phone calls, Zoom meetings, and text messages.
- Actively participates in all continued education sessions offered to CarNow and completes all LMS courses within a timely manner.
- Reviews KPI dashboards regularly to ensure all KPI expectations are met.
- Diligently address special projects that pertain to your book of business upon request.
Requirements:
- Proven track record in automotive sales, with a focus on digital solutions
- High School Diploma or equivalent required
- Strong understanding of chat and digital retailing technologies
- Excellent communication and presentation skills
- Ability to work independently and collaboratively within a team
- Results-oriented with a focus on meeting and exceeding sales targets
- Willingness to travel 75% monthly within the assigned region
- Familiarity with CRM tools for effective sales management