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Summary

 
The Client Account Manager serves as the point person for regional/divisional management for proactive service, and support related issues involving high profile and multiple-site dealerships. The position focuses on driving improved system utilization and increased client satisfaction for the clients dealers (with a focus on high influence and multi-site dealers) in order to create “Net Promoters” for the customers’ business.  This role is designed to act proactively to clarify client concerns; simplify and problem solve issues to mitigate service and support client issues. This includes proactive call-outs, cold calling dealers on a territory basis and managing the Focus List/Follow-up List of customers who are in new dealer; have had issues in the past and have moved to the focus list or are transitioning into regular support. Will act as the focal point to assist and coordinate problem resolution and customer follow-up for chronic dealer problems and those problems that cross Service/organizational boundaries. As a result of client management, produce data to recommend enhanced service and process change where needed.  Focus on client management rather than event management.
 

Job Responsibilities

 

• Provides updates to regional departments on status of critical situations; including management of clients up/down the focus list/follow-up list and regular support lists

 

• Account management of the client and collaboration with Client Services and coordinating recommendations (in partnership with resources from other teams).

 

• Participates in sales meetings to solicit strategies, goals, and support activities.

 

• Serve as point person for other regions to help facilitate better communication and coordination across business groups & regional boundaries.

 

• Analysis of Vision reports and information to identify potential client issues or risk areas and proactively coordinate an action plan to address.

 

• Immediately responds to client issues by developing an appropriate action plan.

 

• Clear understanding of overall companies business direction and willingness to approach any task for an overall outlook – as opposed to internal only.

 

• Ability and authority to negotiate client issues in order to delight the client.

 

• Collaboration with Client Services Manager other Client Services team members in order to support the design and execution of a proactive client account management process to improve utilization, client satisfaction and create “Net Promoters”.

 

• Follow up with installation and upgrades to ensure a smooth transition to the support team.

 

• Participate in post-implementation meetings & new dealer support meetings

 

• Implementation support as needed, including discovery, client management and post install stabilization / transition to Client Services.

 

• Advocate for client issues and concerns and drive results for client resolution

 

• Schedule onsite visits when necessary; Up to 20% travel.  For the far majority of travel, no weekend travel is expected. 

 

• Weekly 1:1’s with Manager, Client Services to balance work load, agree and adjust prioritization, remove obstacles, etc.  Other meetings as necessary.

 

Qualifications

•  Strong customer service and listening skills
• Strong verbal and written communication skills
• Ability to manage budget process regarding COA’s
• Above average presentation skills.
• Ability to analyze situations and determine a course of action and comprehend dealer issues.
• Strong multi-tasking experience; multiple assignments, project issues
• Strong client account management skills
• Strong collaboration skills
• Project management skills
• Willingness to travel
• Bachelor Degree or related experience

Compensation for this role is up to $70K                                                          
RRSP company match and full benefits included