Account Manager

CarNow•Fairfax, VA

11d

About The Position

The Regional Account Manager supports CarNow's growth strategy by engaging with dealers and applying consultative approaches. The role focuses on customer loyalty, product value, retention, and long-term client relationships. The Account Manager proactively analyzes accounts, identifies opportunities for improvement, and communicates customer needs to relevant stakeholders to support customer success. The position manages a designated book of 75–120 dealer accounts and requires monthly travel of 75%.

Requirements

Proven track record in automotive sales, with a focus on digital solutions.
High school diploma or equivalent.
Strong understanding of chat and digital retailing technologies.
Excellent communication and presentation skills.
Ability to work independently and collaboratively within a team.
Results-oriented approach focused 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 setup and launch readiness.
Schedule and host in-person launch meetings and training sessions for decision makers and end users to demonstrate the CarNow platform; virtual meetings may be used at times.
Provide refresh training for new dealer personnel when applicable.
Meet monthly retention goals by ensuring 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, covering product metrics, ROI, user engagement, opportunities, and marketing suggestions.
Make backend configuration updates and provide technical support, ensuring settings are tested and function properly.
Resolve technical requests within the SLA timeline.
Provide best practices and product recommendations to maximize dealer 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, calls, Zoom meetings, and text messages.
Participate in continued education sessions and complete LMS courses in a timely manner.
Review KPI dashboards regularly to ensure KPI expectations are met.
Address special projects related to the assigned book of business upon request.