Account Manager

CarNow•Washington, DC

11d

About The Position

The Regional Account Manager supports CarNow’s growth strategy by engaging with dealers through consultative account management. The role focuses on customer loyalty, product value, retention, and long-term client relationships. The Account Manager proactively analyzes accounts, identifies opportunities to enhance customer outcomes, and communicates needs to relevant stakeholders. The position manages a designated book of 75–120 dealer accounts and includes extensive travel within the assigned region.

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.

Responsibilities

Provide in-person account management to a designated book of 75–120 dealer accounts.
Attend onboarding and pre-launch consultation calls with the Implementation team to support a seamless handoff.
Conduct pre-live audits using a HubSpot playbook to confirm account setup and launch readiness.
Schedule and host in-person launch meetings and training sessions for dealership decision makers and end users, with virtual meetings acceptable at times.
Provide refresh training for new dealer personnel when applicable.
Meet monthly retention goals by supporting customer satisfaction and loyalty.
Follow the cancellation process for churn, contact cancellations within 24 business hours, and document save plans in HubSpot CRM.
Complete dealer touchpoints every 45 days by email, text, or phone to check in and offer support.
Deliver account reviews to dealership personnel, including decision makers, every 90 days. Reviews include product metrics, ROI discussions, user engagement metrics, opportunities, and marketing suggestions.
Make backend configuration updates and provide technical support, ensuring settings are tested and function properly.
Resolve technical requests within the applicable SLA timeline.
Provide dealers with best practices and product recommendations to maximize ROI and user engagement.
Test and confirm connectivity with third-party vendors, including inventory, website providers, and integration partners.
Collaborate with the internal sales team on new deals and prospects, upsell opportunities, dealer changes, and dealership personnel updates.
Use CarNow CRM (HubSpot) to log and document account communications and changes, including emails, phone calls, Zoom meetings, and text messages.
Participate in continued education sessions offered by CarNow and complete LMS courses in a timely manner.
Review KPI dashboards regularly to ensure KPI expectations are met.
Address special projects related to the account portfolio upon request.