Account Manager

CallRevu

10d

About The Position

The Account Manager (AM) will manage, maintain, develop, and ensure effective usage and engagement for the dealerships in their assigned book of business. An AM’s assigned book of business are the customers they are expected to retain by managing their account and ensuring their customer experience is exceptional. The AM will conduct regular account reviews with their assigned book of business to provide training and review the accounts for usage rates, proper set-up, and will provide additional training to ensure full product integration and usage to guarantee customers are receiving the full value of CallRevu’s products for positive results on their bottom line.

Requirements

High school diploma or GED equivalent. Bachelor’s degree in Business Administration, Communication, or related field of study a plus.
At least 2 to 5 years of customer support and/or account management experience. Experience working with or for automotive dealerships preferred.
Knowledge of how to assess, diagnose, troubleshoot, and resolve customer support issues with the ability to respond to escalated issues at a high level.
Working knowledge of SalesForce strongly preferred. Experience working with a CMS required.
Strong computer skills with the ability to navigate and learn multiple applications and programs.
Intermediate to advanced knowledge of Microsoft Office products, including Outlook, Word, Excel, PowerPoint, and Teams.
Ability to build strong relationships with customers with superior follow up skills to complete tasks and projects according to established priorities.
Strong analytical and listening skills with the ability to collect information by asking appropriate questions, analyzing information, and providing resolution.
Strong organizational skills with the ability to manage multiple projects and tasks simultaneously, while maintaining a forward-thinking mindset to anticipate upcoming needs of CallRevu’s customers.
Strong attention to detail and the ability to multi-task and respond to changing needs as they present in a fast-paced environment.
Ability to problem solve on the fly for appropriate business needs and outcomes.
Excellent communication skills, both verbal and written.
Ability to work collaboratively in a respectful and professional manner with internal and external colleagues while maintaining the necessary level of communication.
Ability to work both independently and as part of a team.
Ability to align to CallRevu’s Mission, Vision, Values, and goals to support the initiatives and organizational needs.

Nice To Haves

Bachelor’s degree in Business Administration, Communication, or related field of study a plus.
Experience working with or for automotive dealerships preferred.
Working knowledge of SalesForce strongly preferred.

Responsibilities

Develops and maintains an exceptional customer support relationship with all dealers in their assigned book of business by retaining their business.
Responds to support calls and customer inquiries via inbound phone calls, emails, and other modes to provide top-level support and resolve any customer issues, ensuring an exceptional customer experience with each interaction. This includes creating and logging case notes on all customer interactions in SalesForce (SFDC).
Responds to and completes support requests from internal team members across the organization to resolve any escalated customer issues that may require additional analysis, training, and/or support.
Tracks and researches support trends to determine if there may be a more widespread issues that need to be addressed.
Escalates any issues to other team members as appropriate and necessary.
Partners with internal team members to continually review and assess internal processes and procedures to ensure CallRevu provides the best products and service to the customers in their book of business to remain on the cutting edge in our industry.
Participates in scheduled internal meetings, escalating any potential customer concerns and/or issues as appropriate.
Participates in and supports CallRevu campaigns and projects as assigned.
Analyzes customer feedback to assist with recommendations and development of new product offerings for CallRevu customers.
Conducts Touch Point meetings with customers in their assigned book of business on a quarterly basis.
Analyzes emergency phone health alerts (PHA) cases and provides touch points to customers for resolution.
Audits account billing and ancillary products to ensure accuracy. Escalates issues and makes corrections as necessary.
Analyzes month-to-date (MTD) variance reports to ensure numbers are at the correct targets. Escalates and resolves potential issues as necessary.
Completes phone line audits on all assigned accounts to confirm accuracy and full usage.
Analyzes accounts in book of business for abandoned call percentages to guarantee they are at satisfactory levels. Escalates and resolves any potential issues as necessary.
Maintains accuracy of employee roster on all assigned accounts in their book of business.
Schedules and conducts quarterly check-in touch points/audits with all customer in their assigned book of business. This includes doing KPI prep to ensure full knowledge of the customer account to be fully prepared to conduct a meaningful audit to confirm customers are receiving full value from their CallRevu products.
As appropriate and available, attends and participates in launch meetings for new accounts being added to their book of business to ensure customers receives full support, necessary training, and transition to set their dealership up for success.
Audits billing account status and reaches out as required on past-due accounts.
Serves as the subject matter expert (SME) on all existing and new CallRevu products by maintaining in-depth knowledge to provide support and training to all customers in their assigned book of business, as well as internal team members.
Assists with onboarding and training of new employees as assigned by management.
As opportunities present, educates and upsells customers on other CallRevu products that would provide value to their customers.
Partners with the sales team to continually assess customer engagement to ensure customer satisfaction and drive positive retention.
Continues professional growth by maintaining knowledge of trends and best practices in the industry to remain on the forefront as the SME for internal and external customers.
Ensures alignment to CallRevu’s Mission, Vision, and Values to meet organizational goals.
Collaborates with team members and colleagues in other departments to continuously improve CallRevu’s operations.
Treats and interacts with all colleagues, both internally and externally, with professionalism and respect in a collaborative manner.
Establish organizational trust through transparency, consistency, and integrity in marketing execution and leadership.
Empower team members and cross-functional stakeholders through coaching, collaboration, and resource alignment.
Lead with a mindset of accountability and continuous improvement, owning outcomes and optimizing efforts across all touchpoints.
Ensure marketing initiatives are built around a deep understanding of customer needs, behaviors, and value drivers.
Operate as a connector across departments, aligning marketing with business priorities to deliver measurable impact.