Account Manager - Automotive

AAA Western and Central New York•Town of Amherst, NY

2d•$62,500 - $71,000•Hybrid

About The Position

The Account Manager - Automotive position focuses on strategic planning, performance oversight, relationship management, and ensuring member satisfaction within the automotive industry. This role involves evaluating resource needs, analyzing performance metrics, managing contracts, and developing business plans to meet targets. The Account Manager will monitor performance, identify improvement opportunities, and communicate KPIs. A key aspect of the role is building and maintaining strong relationships with automotive partners, orienting new facilities, and coordinating training. Additionally, the position requires ensuring a high level of service to members, investigating complaints, and mediating resolutions. The role requires a passion for the automotive industry, B2B/B2C sales experience, and business acumen including basic accounting principles.

Requirements

Experience with B2B and B2C sales
Passionate & knowledgeable about the automotive industry, including but not limited to: automotive repair, batteries, & emergency roadside service
Business skills including understanding of basic accounting principles
Strong interpersonal skills & proven ability to manage business relationships & performance
Proficiency with Microsoft Office products, CRM tools, and ability to effectively navigate multiple systems
High level of organization & strong written and verbal communication skills
Ability to travel as needed and maintain a valid NYS driver’s license with a satisfactory driving record
Ability to work evenings, weekends, & holidays as needed
Regular travel within Club territory, with overnight travel as needed

Responsibilities

Evaluate area resource requirements and performance improvements by analyzing metrics to determine where additional facilities are needed, or performance improvements are required.
Screen and evaluate potential partners and present a preview of the role and benefits.
Facilitate the filing and completion of AAA contracts and requirements for joining the program.
Assess and ensure that minimum facility requirements are met and that the contractor or repair shop provides high quality service.
Manage the contract renewal process based on Club policies and contractor or repair shop performance.
Create regional business plan to reach annual determined targets and manage performance in assigned area to meet these targets.
Monitor performance measurements and practices to determine inefficient processes and identify opportunities for improvement.
Offer and promote alternative solutions and takes steps to implement.
Communicate KPIs relative to performance standards, discuss scores, and assess trends over time.
Develop analyses for contractors as needed to better understand trends and identify opportunities to grow their business.
Promote AAA programs.
Document performance issues and recommend appropriate actions for improvement.
Develop and maintain strong relationships to ensure compliance, performance and reinforce AAA programs.
Orient new facilities on AAA operations, procedures, Key Performance Indicators (KPI), compensation, and other related topics.
Coordinate training for employees of new contractors on AAA ERS procedures, AAA Systems and Technology, and member service expectations.
Ensure a consistent, high level of service is provided to Members.
Maintain proper coverage to ensure desired service levels are met.
Conduct investigations on damage and service complains by gathering pertinent information and data from members and contractors.
Identify the level of involvement needed and delegate the resolution of the complaint or claim to relevant business line staff as needed.
Provide input on any necessary mediation and measures necessary to settle issues and ensure member and customer satisfaction.