As the Client Account Manager, you will act as the main point of contact for existing customers. You will be responsible for managing your client relationships, retention, and growth strategies across your entire portfolio, developing strong relationships with accounts by sharing performance metrics and insights to establish Impel’s products as best in class. You will work closely with your customer to understand their business and match their needs with Impel products. To be successful, you should be organised, a strategic thinker, excel at communication, and follow up to get the job done.
The successful candidate will be joining a small but rapidly scaling team in the UK representing customers across the breadth of the UK automotive retail industry. While the role is home-based, and a motivated, self-starter approach is beneficial, the team thrives on collaborative thinking and efforts, meeting regularly on scheduled conference calls, monthly and quarterly meetings, as well as social events, to foster a fun, cohesive and inclusive working environment.
Key Areas of Responsibility:
- Identify and cultivate strong relationships with key stakeholders within your portfolio
- Provide white-glove service to your clients by serving as their primary point of contact for all client-facing questions with the goal of client delight
- Provide customer insights and consultation to your clients through frequent reviews and in-person meetings that demonstrate an understanding of the market, advertising landscape, and how to help your clients achieve their goals.
- Collaborate cross-functionally to align campaign structure and strategies with client business goals
- Identify barriers to success, define the resolution and manage internal resources to help resolve
- Provide customer insights to Product teams for new features, functionality, and enhancements
- Ensure all incoming client requests and concerns are resolved in an urgent, professional, and personable manner
- Utilise Salesforce to document and track customer engagement and interactions
- Perform other related duties such as participating in various projects or initiatives
- Strong business acumen
- Experience working in fast-paced world of SaaS, and startups and automotive retail ideal
- Strategic thinker who is comfortable using data & insights to grow relationships by identifying and solving problems
- Motivated and comfortable working remotely as well as on the road or in the field
- Effectively work cross-functionally and with a wide range of people with different skill sets
- Excellent organisational, interpersonal, and communication (written and verbal) skills
- Proven ability to set clear and deliverable goals – demonstrate tenacity and a commitment to deliver and be accountable for results
- Exceptional time management skills with the ability to handle multiple client projects simultaneously
- Ability to work in a fast-paced environment while solving problems quickly and creatively
- Proficient in Microsoft Office Suite and G-Suite
- Comfortable working in a fast-paced and dynamic environment
- Positive, customer first attitude
- Ability to learn quickly and adapt to change
- Google Analytics experience
Additional Requirements:
- Up to 40% travel
- Undergraduate degree preferred or 3-5 years of relevant work experience
- Knowledge of the Automotive Software Industry preferred
