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CarNow · 1 week ago

Account Manager

Syracuse, NY

Full-time

Hybrid

Mid Level

$70K/yr - $80K/yr

CarNow is focused on enhancing customer loyalty and retention through consultative account management. The Account Manager will engage with dealers, analyze accounts for opportunities, and ensure customer success through proactive communication and training.

Automotive

Growth Opportunities

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

Qualification

Automotive sales experienceDigital solutions knowledgeCRM tools proficiencyChat technologies understandingCommunication skillsPresentation skillsTeam collaborationResults-oriented mindset