Job Summary - Manager, Dealer SuccessPureCars is seeking a Manager, Dealer Success to join us as our team, technology, and client base continues to grow. This individual will report to the Senior Director of Client Success and will be responsible for leading the team of Account Managers that service our highest value customers. The Manger will also support the larger team in endeavors that align with company vision. The mission for this individual will be to provide exceptional customer service and leadership to reach 100% customer retention, while also successfully identifying areas for and executing strategies around account expansion and growth opportunities. If you're looking to flex your management skills, lead with a combination of data and empathy, and implement and implement the best Account Management practices, we want to hear from you!
What You'll Do:
- Manage the success and professional growth of a team of Digital Account Managers who are responsible for the relationship management, retention, and growth of PureCars' enterprise client base.
- Oversee the daily and weekly activity of your direct reports as well as the digital marketing performance of each account within the representative's account base to proactively identify opportunities for account expansion and/or risks of churn.
- Act as the primary point of escalation for all high-level or complex customer issues shared by your direct reports and effectively prescribe and implement solutions.
- Lead and cultivate a high-performance culture, driving business and goal achievement.
- Partner with Performance and Sales leadership to identify communication and process improvement opportunities leading to increased retention and the acquisition of additional rooftops.
- Analyze individual, team, and account performance data with your direct reports on a consistent basis, share performance data with the Director of Client Experience, Direct Accounts and establish and manage go-forward action plans with your team.
- Identify training needs and provide consistent, timely and practical feedback to develop the team
- Interface directly with clients, conduct and shadow on technical QBR calls, and present performance metrics of your total book of business to internal executives.
- Perform other duties as assigned
The Skills and Experience You Bring:
- Bachelor's Degree and 8 years of relevant experience with at least 3 years in a managerial role.
- Automotive digital advertising and marketing technology experience is highly preferred.
- Track record of success in managing a large book of clients within a digital marketing/SaaS environment.
- Strong technical knowledge and ability to communicate technical concepts around Search (paid and organic), Programmatic, and Social Media digital marketing technologies and best practices.
- Experience in coaching and mentoring other Account Managers, tracking direct report activity metrics, and identifying churn risks and growth opportunities within client accounts.
- Adept in Account Management best practices and in teaching successful methods in order to scale best practices across teams.
- Skilled in organizing and delegating team responsibilities and processes.
- The perfect combination of data-driven decision making combined with a human-oriented approach towards relationship management and growing others.
- Excellent communication and presentation skills - you will regularly present to internal executives and national clients!
- Ability and willingness to travel, including overnight stays, up to 30% as required.
