Account Manager

This is a fully remote position, open to applicants in Tennessee.

📋 Description

• Act as the main point of contact for designated auction clients regarding all Auction Edge products, systems, and services.

• Address issues and ensure customer objectives are achieved through customized solutions and proactive assistance.

• Convert customer feedback into actionable insights for internal product and service teams.

• Guide customers on solutions, including integrated third-party products, while identifying opportunities for growth.

• Conduct regular performance evaluations and scorecard discussions with clients.

• Recognize and address customer pain points to enhance satisfaction and loyalty.

• Advise clients on how to integrate Auction Edge solutions into their auction workflows.

• Stay informed on industry trends and align Auction Edge product strategies with customer business objectives.

• Collaborate with cross-functional teams to develop sound operational strategies for customers.

• Establish and nurture relationships with internal and external stakeholders.

• Oversee and manage support or system enhancement requests and escalations.

• Document account activities using the Account Management toolset and CRM.

• Partner with the Install/Training team during implementation and product installation phases.

• Assist the Accounting department with customer communications regarding invoicing or collections issues.

• Build relationships with auction personnel and connect regularly on business and relationship matters.

• Educate clients on the benefits of Edge solutions, along with new products and services.

• Maintain thorough records of auction relationships, including visits and account overview discussions.

• Administer, monitor, and analyze the NetSuite support-ticketing and CRM system.

• Provide guidance and support to Junior Account Managers.

• Facilitate the resolution of client issues and troubleshooting processes.

• Conduct product training and assist with client onboarding.

• Manage project work that impacts clients.

• Report directly to the Manager of Customer Experience.

⛳️ Requirements

• Minimum of 4 years of relevant industry experience.

• Proven ability to cultivate and maintain excellent relationships with assigned auctions through outstanding written and verbal communication skills.

• Demonstrated capacity to build and sustain internal relationships, promoting a collaborative atmosphere across departments.

• Extensive background with auction management systems and/or other auction-related products and services.

• Proven success in managing issue resolution that necessitates collaboration with customers and cross-functional teams.

• Demonstrated ability to oversee a diverse portfolio of assigned customers throughout the entire client relationship lifecycle.

• Strong problem-solving skills, capable of researching and interpreting business metrics for client presentations and driving continuous improvement.

• Competence in facilitating and leading meetings that involve customers.

• Proficient in administering CRM and support-ticketing tools (NetSuite).

• Skilled in the use of office productivity tools (Google Suite, Microsoft Office, etc.).

• High school diploma or GED is required.

• Willingness to travel up to 75% as necessary.

• Auction Edge does not provide Visa sponsorship.

• Thorough understanding of auction operations and the automotive industry.

• Established connections within the auction community.

• Demonstrated experience in business consulting.

• Familiarity with support and ticket management software.

• Proficient in utilizing the Auction Edge suite of tools, including the Auction Management System, Spark, and CR Simplified.

• Bachelor's degree or equivalent relevant experience is preferred.

🏝️ Benefits

• Medical, Dental, and Vision Insurance coverage.

• 401k Retirement Plan.

• 20 days of accrued Paid Time Off (PTO).

• 12 Flex Days annually (allowing for one three-day weekend each month).

• 8 paid holidays.

• 2 floating holidays.

• 1 paid volunteer day each year.

• Up to $100 Monthly Wellbeing Reimbursement Program (covering gym memberships, personal training, massage therapy apps, and more).

• Education Reimbursement Program up to $4,000 per 12-month period.

• Focus Fridays.

• Relocation reimbursement available for individuals moving within 60 miles of the Franklin, TN office.

• Competitive salary.

• Opportunities for career advancement through ongoing company growth.