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Account Manager

Company: Cox Automotive
Location: Wilmington
Posted on: January 16, 2022

Job Description:

Primary Location: 9750 Goethe Rd, Wilmington, OH, USDivision: Cox AutomotiveJob Level: Manager/Senior ManagerTravel: Yes, 15 % of the TimeSchedule: Full-timeShift: Day JobRequisition Number: 202105969_52289402VACCINE POLICY: WHERE PERMITTED BY APPLICABLE LAW, YOU MUST BE FULLY VACCINATED AGAINST COVID-19 TO BE CONSIDERED FOR THIS U.S.-BASED JOB (REASONABLE ACCOMMODATIONS FOR MEDICAL AND RELIGIOUS OBJECTIONS WILL BE CONSIDERED).Account Manager - DealertrackThe Account Manager works independently monitoring all aspects of CMSs operations for select strategic clients. They are the expert on anything related to that clients work within operations. This position is critical due to the high touch requirements demanded to ensure client satisfaction and will fill the need for high touch client support allowing for better operational focus for driving the business. This position will work cross-functionally with many teams across the organization as the operations point of contact for their assigned clients. The Account Manager is a subject matter expert on all things related to operations.What Youll DoHeres a look at the big asks we have for our next Account Manager

  • Contribute to customer satisfaction by consistently meeting and/or exceeding expectations and commitments by providing a high level of customer service to both internal and external customers; by solving customer problems quickly and effectively.
  • Work directly, professionally, and collaboratively with the operations team, client, product, implementation, and other cross-functional teams as required to meet the clients needs.
  • Provide proactive communication to clients related to operations status updates.
  • Point of contact for escalations. Liaise and interact as a voice for both CMS and client. Coordinate resolution to pivotal customer issues and concerns, safeguarding the business. Ensure clients are notified and remain updated of planned or unplanned deficiencies of services, from discovery through remediation.
  • Maintains strong working knowledge of operations status and follow-up in relation to SLAs.
  • Monitor customer satisfaction levels. Continually maintain awareness of clients business needs. Review and mitigate process gaps. Provide recommendations for business process efficiencies. Report notable concerns to leadership and provide suggestions for resolution.
  • Effectively lead calls with assigned clients and cross-functional team members.
  • Project management, review, and updates to client on Dealertrack Action Plans / Supplier Action Plans / Root Cause Analysis.
  • Review and update Audit Results weekly/monthly.
  • Review FIT data provided by the client and escalate concerns.
  • Client Invoice/Credit Review.
  • Ensure service modifications and enhancement requests are thoroughly vetted and outlined. Validate comprehensive documentation of requirements that are detailed and clearly define CMS and client responsibilities. Confirm level of efforts are obtained by all appropriate stakeholders. Document and submit Service Request Forms, Projects Request, Change Controls, etc.
  • Have comprehension of designated clients Service Schedules and Pricing agreements, help ensure all parties are in adherence. Notify leadership upon identification of discrepancies.
  • Adhere to established procedural controls and objective metrics to ensure accurate measurements of performance reporting. Comply with corporate policies and procedures.
  • Provide coverage of responsibilities in the absence of team members, peers, or management.
  • Establish cadence and facilitate client meetings.
  • Perform other duties as assigned or needed.
  • Travel may be required (Whats In It For You?An Account Manager deserves a compensation package thats equally special.
    • That means competitive pay, diversified 401(k) + generous company match, comprehensive healthcare, life, and disability benefits, adoption assistance, and more.
    • As a family-owned company, we understand the crucial need to successfully strike a balance between our jobs and family. So, we offer generous paid time off, even to volunteer, and many resources to help you live your best life including financial counseling, legal aid, childcare, and eldercare resources.Who You AreQualifications:
      • 3+ years of relevant work experience.
      • 3+ years of automotive title and/or vehicle finance and client support experience
      • High School Diploma/GED required.
      • Must be able to maintain a flexible work schedule, travel as needed, be on call and work weekends and holidays as necessary.Preferred Qualifications:
        • Bachelors degree or equivalent work experience
        • Experience with Salesforce and ServiceNow a plus
        • Great communication skills (written, verbal, and presentation) with internal team members and our clients.
        • Skilled with Microsoft Office.
        • Comfortable with conflict resolution.
        • Strong ability to negotiate and gain consensus across a diverse group of participants.Join the Cox family of businesses and make your mark today!
          Who We AreAbout Cox AutomotiveTheres nothing ordinary about Cox Automotive. We are people of every background driven by our passion for mobility, innovation, client success and community outreach. We make buying, selling and owning (or simply using) cars easier for everyone. Touching more than 40,000 clients across five continents, we bring together the best brands and the best teams to propel the automotive industry forward. Some of those team members work for our iconic consumer brands like Autotrader and Kelley Blue Book, while others are creating the future of automotive at industry-facing brands like, Manheim and vAuto.About CoxWe are the Cox family of businesses. Weve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us. Our primary divisions - Cox Communications and Cox Automotive - are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators. Were also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation. Were looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope youll be going with us, and the common purpose that unites us at of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page.Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individuals age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.

Keywords: Cox Automotive, Dayton , Account Manager, Executive , Wilmington, Ohio

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