The Client Solutions Executive - Manage is responsible for managing assigned dealer customer relationships for Manheim with the goal of retaining and growing those customers by providing a personalized auction experience and promoting the “One Manheim” philosophy regardless of sales channel or physical location.
Client Solutions Executive - Manage will educate customers on the products, services, and channels provided by Manheim and actively seek opportunities to grow the relationship by recommending solutions that will meet the dealer’s business needs.
The Client Solutions Executive - Manage is responsible for helping ensure that we deliver a personalized, low-effort, and positive auction experience for our dealer customers. While the Client Solutions Executive - Manage focus will be on his/her assigned dealer customers, they will also work closely with the Dealer Services team to help ensure all dealer customers are supported on sale day. This job will include proactively collaborating with field sales teams, other Manheim companies, customers, and internal auction departments in order to ensure that customer expectations are met or exceeded and to proactively identify opportunities for account growth. This role is expected to service accounts and build relationships at dealer locations up to three days a week.Key Responsibilities • Actively service assigned customer accounts selling new or incremental services.• Develops and executes on a plan to grow revenue of assigned accounts.• Deliver superior customer service experience in order to achieve account retention and revenue growth.• Knows the competition and how to upsell against it.• Act as the primary point of contact for assigned dealer accounts for providing assistance, resolving issues and facilitating sale day requirements• Help obtain growth targets through active management of the relationship for assigned dealer customers • Help obtain growth targets through active management of the relationship for assigned dealer customers • Seek to improve customer experience and productivity by collecting, analyzing, identifying, and presenting information • Review customer’s key performance indicators and recommends solutions for improving conversion rate• Develop and strengthen relationships with dealers over the phone, online, and in person (at the auction or customer site)• Ensure that the data in CRM system (Saleforce.com) accurately reflects account activity and sales opportunities• Utilize Salesforce.com for reporting, lead input, market-wide collaboration, and customer performance reviews• Sell and train on Manheim products and services.• Provide technical assistance and product information to our customers • Perform lead generation (Next Gear, notification of newly registered dealers to sales, etc.)• Advise dealers on value-added services based on their individual needs (CR, Deal Shield, PSI, Recon, Transportation)• Review dealer lanes to ensure dealers are placed based on market guidelines (ie. sales percentage)• Plan, execute, and follow up on opportunities for growth • Rep cars and monitors lanes on sale day (unit order/dry lanes) as needed• Proactively educate assigned customers, as well as other dealers on products, services, and available channels• Work directly with customer onsite, via email & phone to ensure expectations are met and service issues are resolved.• Make welcome calls to newly-registered dealers• Reserve numbers for dealers and set the lanes• Register “no sales” in the next sale• Manage transportation requests• Request and follow up on Recon work, CRs, and PSI• Update floors and announcements • Work “IF” bids• Provide pre-sale and end of sale reports• Champion all sale day preparations (pre/post activities) related to in‐lane and online sales. Works with lane and department leads (recon, vehicle check in, lot operations), field sales team, and other coordinators to ensure each vehicle is properly prepared for sale day, crosses the auction block on sale day and or is posted on OVE. • Investigate, troubleshoots, and resolves customer problems and issues; serves as a liaison between customers, sales teams, and location personnel to reconcile problems and to maintain a high level of customer service.• Demonstrate professionalism and sincere appreciation for the business relationships that have been established amongst the dealers and Manheim.• Function as a solid team player and work closely with teammates, field sales, and customer care to create a superior customer experience.• Work with manager to ensure a consistent and effective online and in-lane customer experience, appropriate transaction processing, high customer satisfaction and service levels • Visibly demonstrates safety commitment by following all safety and health procedures and modeling the behaviors related to such. Actively participate in support of all safety activities aligned with Safety Excellence.• Perform other duties as assigned by managementQualifications:Education & Specialized Knowledge: High school diploma or equivalent requiredBachelor’s degree preferredWorking knowledge of sales and marketing techniques and best practicesSkills in communication, customer service, and relationship buildingExperience: Minimum of 2 years outside sales and serviceAutomotive, auction, wholesale internet sales / service experience preferredExperience in selling and servicing account listProven track record of growing accounts from existing base
About Cox Automotive
Cox Automotive Inc. makes buying, selling and owning cars easier for everyone, while also enabling mobility services. The global company’s 34,000-plus team members and family of brands, including Autotrader®, Clutch Technologies, Dealer.com®, Dealertrack®, Kelley Blue Book®, Manheim®, NextGear Capital®, VinSolutions®, vAuto®and Xtime®,are passionate about helping millions of car shoppers, tens of thousands of auto dealer clients across five continents and many others throughout the automotive industry thrive for generations to come. Cox Automotive is a subsidiary of Cox Enterprises Inc., a privately-owned, Atlanta-based company with revenues exceeding $20billion.www.coxautoinc.com
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual’s 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.
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