Junior 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 serve as an advisor/analyst by suggesting solutions and identifying opportunities for growth.

• Oversee and enhance customer experience and satisfaction.

• Track and manage support requests and tickets to ensure rapid issue resolution.

• Record account activity utilizing the Account Management toolset.

• Coordinate the production and review of monthly scorecards with auction leadership.

• Provide product insights to the product teams.

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

• Build relationships with auction personnel and maintain regular contact.

• Educate clients on new products and services while sharing best practices.

• Collaborate with Install/Training to guarantee customer satisfaction during implementations and installations.

• Manage, monitor, and analyze the NetSuite support-ticketing and CRM system for trends and SLA management.

• Support senior team members with complex or escalated client requirements.

• Diagnose client issues effectively.

• Conduct product training for clients.

• Contribute to projects that impact clients.

• Report directly to the Customer Experience Manager.

⛳️ Requirements

• Minimum of 2 years of proven experience as an Auction Edge employee, auction staff member, or consultant.

• Capability to establish and nurture excellent relationships with assigned auctions through effective written and verbal communication skills.

• Ability to cultivate and sustain internal relationships through strong communication abilities.

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

• Experience in managing issue resolution that necessitates interaction with customers and cross-functional teams.

• A desire to comprehend the "why" behind user behaviors and motivations.

• Proven ability to manage a portfolio of assigned clients throughout the client relationship lifecycle.

• Proficiency in problem-solving, researching, and interpreting business metrics to uncover opportunities and drive enhancements for the client.

• Ability to facilitate and lead meetings with customers.

• Working knowledge of administering CRM and support-ticketing tools (NetSuite).

• High school diploma or GED required.

• Willingness to travel up to 30% as necessary.

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

• In-depth understanding of auction operations and the automotive sector.

• Established relationships within the independent auction community.

• Experience in business consulting.

• Proficiency with the Auction Edge suite of tools, including the Auction Management System, Spark, and CR Simplified.

• Must be eligible to work without visa sponsorship.

🏝️ Benefits

• Coverage for Medical, Dental, and Vision Insurance.

• Participation in a 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 per year.

• Up to $100 Monthly Wellbeing Reimbursement Program (for gym memberships, personal training, massage therapy apps, and various other options).

• 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.