Customer Relationship Manager II

Cox Communications • Atlanta, GA

6d • Remote

About The Position

This position is remote/work from home and can be located anywhere within the United States. If within 25 miles of any of the office locations listed, the position will be hybrid. Posting Deadline: Friday, December 19th The Customer Relationship Manager II is expected to build and maintain relationships with external clients and ensure customer needs are the driving force behind priorities, decisions and activities resulting in product utilization and client retention. The Customer Relationship Manager II is responsible for all day-to-day communications on behalf of the Automotive Marketing Platform (AMP), providing consultation on strategies and execution in subscribed marketing channels. Marketing Channels include but are not limited to: Email, Text, Social, SEO, Creative, Advertising and Direct Mail. This position will work cross functionally with many teams across the organization as the operations and strategic point of contact for their assigned clients.

Requirements

• Minimum Bachelor’s degree in a related discipline and 2 years of account ownership or management experience .
• The right candidate could also have a different combination, such as a master’s degree and up to 2 years’ experience; a Ph.D. and up to 1 year of experience; or 6 years’ experience in a related field.
• Effective communication skills; written, verbal and presentation
• Exceptional client relationship, account management, experience
• Knowledge of Digital Marketing campaigns, customer segmentation and marketing best practices
• Marketing program experience, including evaluating and utilizing digital marketing and/or CRM systems
• Strong organizational skills
• Proactive thinker with ability to absorb high amounts of detail
• Demonstrated leadership skills
• Ability to thrive in a fast-paced environment and meet tight deadlines
• Mental acuity (detail oriented, capable of managing multiple tasks simultaneously, strong prioritization) to execute duties of the position successfully to meet business and client needs
• Working knowledge of MS office tools

Nice To Haves

• Preference will be given to candidates on the Cox Automotive (CAI) Managed Services team.
• Automotive retail – sales and fixed operations marketing experience

Responsibilities

• Provide proactive client relationship management and communication as the primary point of contact for the AMP Marketing Technology Platform.
• Contribute to customer satisfaction by consistently meeting and/or exceeding expectations and commitments by providing a high level of customer service to both internal and external customers; by solving customer problems quickly and effectively.
• Work directly, professionally and collaboratively with Clients, internal teams (Product, Implementation, Performance Management, etc.), and other cross-functional teams as required to meet client needs.
• Maintain expected level of client engagement on a monthly basis in an effort to drive product utilization, performance, and minimize potential client churn risk.
• Conduct consultative reviews and provide summaries to dealership & dealership group leaders outlining tasks completed, established action items and analysis of marketing/process opportunities to drive product utilization and performance. This is including but is not limited to: marketing templates, customer segments, process trees, ad hoc campaign strategy, task call scripts, etc.
• Leverage existing and custom CRM report to analyze and evaluate email performance including, but not limited to, emails sent, emails opened, emails clicked, tasks created, tasks completed and deleted, and vehicles sold from email campaigns.
• Provide guidance to other members of Managed Services and other departments (as appropriate) by sharing experiential knowledge of and coaching others on marketing trends, tactics and marketing in general.
• The Account Manager should display the utmost quality, confidence and effectiveness when handling VIP accounts, pilot programs, new feature conversations and difficult situations by providing exceptional customer service and maintaining a high degree of professional integrity within all levels of the organization.

Benefits

• At Cox, we reward your hard work with meaningful benefits.
• First, we offer a highly competitive compensation package, 401(k) with a generous company match, comprehensive healthcare, life, and disability benefits, plus numerous other benefits, including adoption assistance, pet insurance, and discounts on travel and cars!
• We value people more than technology. That means you’ll work within a culture and with a team that values your leadership, your experience, your contributions, and you – yes, you – as a person.
• We believe recognition is important, and Cox strives to celebrate those who help make us successful every day.
• We also encourage diversity and support inclusion; we want you to do you and feel comfortable doing so.
• We also offer boundless opportunities for growth; you can sharpen your skills, learn a new talent, join a mentoring program, even earn an advanced degree.
• You’ll find the potential for lateral or upward career growth within the Cox family businesses, including the innovative startups in transportation mobility, clean tech and more.
• Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees