Account Manager

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

📋 Description

• Act as the main contact for designated auction clients utilizing Auction Edge products, systems, and services.

• Address concerns and deliver customized, proactive customer support.

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

• Guide clients on solution options and pinpoint growth opportunities within Auction Edge offerings.

• Conduct performance reviews and scorecard discussions with clients.

• Recognize customer challenges and suggest solutions to enhance satisfaction and loyalty.

• Counsel clients on the integration of Auction Edge solutions into their auction processes.

• Stay updated on industry trends and align product strategies with customer business objectives.

• Collaborate with various teams to develop customer strategies.

• Oversee the prioritization and escalation of support and system enhancement requests.

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

• Collaborate with the Install/Training team during the implementation and setup of services and products.

• Support the Accounting team with invoicing or collections communications as necessary.

• Foster relationships with auction staff while educating clients about new products and services.

• Keep thorough auction relationship records in Edge’s CRM platform.

• Manage, monitor, and analyze support-ticketing and CRM systems in NetSuite.

• Provide mentorship to Junior Account Managers.

• Assist in troubleshooting issues, product training, and client onboarding.

• Oversee project work that impacts clients.

⛳️ Requirements

• Minimum of 4 years of relevant experience in the industry.

• Demonstrated ability to establish and sustain relationships with assigned auctions.

• Outstanding written and verbal communication skills.

• Capability to build and maintain internal relationships across various departments.

• Extensive knowledge of auction management systems and/or auction-related products and services.

• Proven experience in resolving issues involving customers and cross-functional teams.

• Ability to manage a diverse portfolio of customers throughout the entire client relationship lifecycle.

• Strong problem-solving skills and the ability to interpret business metrics effectively.

• Proficient in leading and facilitating customer-facing meetings.

• Working knowledge of CRM and support-ticketing tools, particularly NetSuite.

• Proficiency in Google Suite, Microsoft Office, and similar productivity applications.

• High school diploma or GED is required.

• Willingness to travel up to 75% as necessary.

• Preferred: Comprehensive understanding of auction operations and the automotive sector.

• Preferred: Established relationships within the auction community.

• Preferred: Experience in business consulting.

• Preferred: Familiarity with support and ticket management software.

• Preferred: Bachelor’s degree or equivalent relevant experience.

• Preferred: Proficiency in Auction Edge tools, such as the Auction Management System, Spark, and CR Simplified.

• Must be eligible to work without visa sponsorship.

🏝️ Benefits

• Coverage for Medical, Dental, and Vision Insurance.

• 401k Retirement Plan.

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

• 12 Flex Days annually (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.

• Education Reimbursement Program up to $4,000 every 12 months.

• Focus Fridays.

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

• Competitive salary.

• Opportunities for career advancement as the company grows.