Account Manager

CarNow•Baltimore, MD

11d

About The Position

The Regional Account Manager supports CarNow’s growth strategy by engaging with dealers and using a consultative approach to build long-term client relationships. The role focuses on customer loyalty, product value, retention, and success. The Account Manager proactively reviews accounts, identifies opportunities for improvement, and communicates customer 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 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 account setup and launch readiness.
Schedule and host in-person launch meetings and training sessions for 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, contact customers who cancel within 24 business hours, and document save plans in HubSpot CRM.
Contact dealers on a 45-day cadence by email, text, or phone to check in and offer support.
Deliver account reviews to dealership personnel, including decision makers, on a 90-day cadence. 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 best practices and product recommendations to help dealers maximize ROI and user engagement.
Test and confirm connectivity with third-party vendors, including inventory providers, 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 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.