Account Manager

Job Description

About the Job: Account Manager

The Account Manager (AM) at CarNow plays a pivotal role in driving the company’s growth strategy by engaging directly with automotive dealers. This position requires a consultative approach to all scenarios, with a strong focus on fostering customer loyalty, enhancing product value, and ensuring customer retention. The AM is responsible for building close, long-term client relationships. This role involves proactively analyzing accounts to identify opportunities for enhancement and effectively communicating these needs to relevant stakeholders to ensure overall customer success.

Key Responsibilities

• Provides dedicated in-person account management for a designated book of business, typically comprising between 75-120 dealer accounts.
• Attends onboarding and pre-launch consultation calls with the Implementation team to facilitate a seamless handoff experience for new clients.
• Conducts pre-live audits utilizing a HubSpot playbook to confirm account setup and readiness for launch.
• Schedules and hosts in-person launch meetings, including comprehensive training sessions for decision-makers and end-users, to effectively showcase the CarNow platform. Virtual meetings are acceptable when circumstances require.
• Performs refresh training for new dealer personnel as needed to ensure continuous proficiency with the platform.
• Achieves monthly retention goals by consistently ensuring high levels of customer satisfaction and loyalty.
• Follows the established Cancellation process for all churn, including contacting all cancellations within 24 business hours and meticulously documenting save plans in HubSpot CRM.
• Completes dealer Touchpoints on a 45-day cadence through email, text, or phone calls to check-in and offer ongoing support.
• Delivers comprehensive Account Reviews to dealership personnel, including key decision-makers, on a 90-day cadence. These reviews encompass product metrics, ROI discussions, user engagement metrics, identification of areas for opportunity, and marketing suggestions.
• Executes backend configuration updates and provides technical support to dealers, ensuring all settings are thoroughly tested and fully functional. Resolves all technical requests within the defined SLA timeline.
• Offers best practices and product recommendations to dealers to maximize their ROI and user engagement.
• Tests and confirms robust connectivity to all third-party vendors, including inventory providers, website providers, and various integration partners.
• Collaborates effectively with the internal sales team on new deals, prospects, upsell opportunities, dealer changes, and updates regarding dealership personnel.
• Utilizes CarNow CRM (HubSpot) to accurately log and document all communication and changes pertaining to an account, including emails, phone calls, Zoom meetings, and text messages.
• Actively participates in all continued education sessions offered by CarNow and completes all Learning Management System (LMS) courses in a timely manner.
• Reviews KPI dashboards regularly to ensure all key performance indicator expectations are consistently met.
• Diligently addresses special projects related to your book of business upon request.

Requirements

• Proven track record in automotive sales, specifically 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 both independently and collaboratively within a team environment.
• Results-oriented mindset with a strong focus on meeting and exceeding sales targets.
• Willingness to travel 75% monthly within the assigned region.
• Familiarity with CRM tools for effective sales management.