Account Manager, Customer Success

Dealer Spike

13d•Hybrid

About The Position

Dealer Spike is seeking a talented individual to join our Customer Success department as an Account Manager. A primary function of this role is to develop professional relationships with our clients as we guide them through increasing their dealership's online presence with award winning websites and strategic digital marketing solutions. We are passionate about driving customer results for our dealers! The ideal candidate will be a self-starter and creative problem-solver, motivated to improve our customer's experience. Account Managers are responsible for maintaining customer relationships, building value, retaining customers, and selling additional marketing and add on website services. This individual should be able to communicate at a very high level about the services we offer, how we implement those services, and the value to the dealer of those services as we seek to drive more website traffic, qualified leads and results for our customers. Account Managers will need to be comfortable using many different tools and be able to understand and interpret statistical data to make beneficial suggestions for our dealers.

Requirements

2+ years of Customer Service experience
Excellent Time management and Organizational skills
Strong Communication and Interpersonal Skills
Adaptable, Energetic, Team-Player Attitude
Ability to type 45 wpm
Ability to multitask efficiently
Proficient in Microsoft Word, Excel, and Outlook with a working knowledge of Google Apps
Strong technical aptitude and ability to learn quickly
Demonstrated ability to work effectively in a mixed mode (onsite, remote or hybrid) environment, including consistent use of video conferencing, collaboration tools, and proactive communication practices while maintaining a professional on-camera presence

Nice To Haves

1+ year of Digital Marketing experience preferred
Experience working with a CRM preferred

Responsibilities

Understand All Facets of Dealer Spike’s Suite of Website and Marketing products and services.
Perform Monthly Reporting Calls with Clients
Manage assigned accounts with a focus on revenue growth and retention while providing exceptional customer service.
Promote and Sell Additional Marketing and Addon Website Services as well as provide product training and consult on best practices.
Assess and monitor the website and marketing services to ensure overall quality standards, success and provide proactive solutions to increase website traffic and leads.
Work with Site Production Team to facilitate a seamless client onboarding process, ensuring a smooth ‘go live’ and introduction to their website.
Handle incoming customer comments, provide appropriate solutions and alternatives, follow up to ensure resolution.
Keep records of customer interactions, process customer accounts, and file documents.
Identify retention risk and work proactively to eliminate that risk.
Update job knowledge by participating in educational opportunities.