CXM Account Manager

Purecars•Kansas City, MO

9d•Hybrid

About The Position

AutoAlert's CXM Account Manager is responsible for the proactive management, retention, and growth of an assigned portfolio of dealership partners. This role serves as the primary post-launch point of contact or dealer leadership and end users, driving adoption, utilization, and accountability across AutoAlert platforms. Responsibilities include consultative dealer engagement, training coordination, ROI review, in-store and virtual relationship management, issue escalation, and identification of growth opportunities. The CXM Account Manager must be comfortable operating independently, communicating with all levels of dealership leadership, and balancing strategic account planning with day-to-day customer support.

Requirements

Demonstrated ability to build trusted dealer relationships and communicate effectively with executive and frontline stakeholders.
Strong consultative communication skills with the ability to influence action and hold customers accountable.
Excellent written and verbal communication skills.
Strong organizational skills and the ability to manage multiple priorities across a book of business.
Demonstrated ability to analyze account performance, identify risk, and recommend solutions.
Ability to use discretion, exercise good judgement, and maintain strict confidentiality.
Proficient with CRM platforms, account documentation, and standard desktop applications including Excel, Word, PowerPoint, and web-based meeting tools.
Strong customer-facing soft skills and ability to navigate sensitive dealer conversations with professionalism and tact.
Knowledge of automotive retail operations, dealership workflows, and customer lifecycle management.

Nice To Haves

5+ years of automotive, account management, customer success, dealership operations, or related client-facing experience preferred.
Automotive dealership experience strongly preferred.
Prior experience in account management, customer retention, training, or dealership relationship management preferred.
Experience with CRM systems, lead management workflows, and dealership process improvement preferred.
Bachelor's degree preferred or equivalent relevant experience.
Ability to travel up to 50% of the time based on territory and business needs.

Responsibilities

Assume lead point of contact for assigned dealerships once the dealership has launched.
Build and maintain strong relationships across key dealership stakeholders including Dealer Principal, General Manager, BDC Manager, General Sales Manager, Service Director, and additional department leaders.
Manage dealership retention through proactive outreach, regular business reviews, and consultative support.
Monitor dealership metrics, utilization, and ROI reporting and present actionable recommendations to dealer leadership.
Consult and strategize with client leadership on a regular cadence to improve adoption, execution, and overall account health.
Enhance dealership knowledge and usage of AutoAlert programs through in-store visits, Webex sessions, training coordination, and proactive follow-up.
Hold dealerships accountable for agreed-upon action items, utilization goals, and training completion.
Ensure plans for AutoAlert training within dealerships are completed and accounts are properly maintained.
Provide best practices, workflow recommendations, and troubleshooting suggestions to improve store performance and product adoption.
Guide customers to the appropriate training resources and internal support teams when needed while maintaining ownership of the relationship.
Ensure monthly collaboration with dealership leaders to confirm portal accuracy, campaign alignment, and affiliated direct mail needs where applicable.
Act as liaison within the territory to internal sales, support, training, product, and accounting teams to ensure successful client outcomes.
Identify organic referral and expansion opportunities within the account base and communicate them to the appropriate internal partners.
Assist the Accounting team with billing inquiries, invoicing questions, credits, holds, and accounts receivable follow-up as needed.
Complete all relevant administrative work, reporting, DCRs, and Salesforce documentation required by AutoAlert policies and procedures.
Travel as necessary to maintain dealership presence and support strategic account needs.