Digital Senior Account Manager
Role SummaryAutotorq is looking for a self-motivated and highly proactive Senior Account Manager to join this exciting and dynamic business, managing the day-to-day relationship with one of our key global clients and bringing digital expertise as well as thought leadership to continuously develop and grow that relationship.Your primary responsibility will be to become the key point of contact for the client centrally and key stakeholders globally on all matters relating to the daily running of the account. The strong relationships you will develop will naturally provide the foundation and understanding from which you will help to develop and grow this account.Supported by the Account Managers, Project Managers and Customer Support Team you will be fully accountable for ensuring that we consistently deliver a service which exceeds client expectations and effectively responds to the client’s requirements on a day-to-day basis.Your role will necessarily include occasional but regular travel to meet with clients.Key Responsibilities:To ensure we deliver a first-class customer experience to your clients and maintain consistently high levels of customer satisfaction, including:Manage all aspects of your client accounts being fully accountable for every aspect from support, through delivery to sales and growth.Become the key point of contact for each of your client accounts, driving growth and the agenda for meetings and resolving any issues that may arise.Engage with our clients and customers at every opportunity to understand the challenges they face, both in using our products or services and within the wider context of their business. Feed this information back internally to the management team.Identify opportunities to sell additional products and services to existing clients at manufacturer and dealer level. Liaise with the management team to devise an appropriate approach then ensure that this is followed through to completion with regular reporting on progress.Work closely with our team’s Customer Support Advisors to ensure that regular outbound calls are made to all your client’s dealer website customers. Drive the agenda for these calls so that, in addition to providing advice and support, they also link to and support other marketing initiatives taking place here and at the client.Support the team’s Customer Support Advisors by responding to incoming first-line support queries when needed and resolving more complex support queries.Review and analyse the performance of each customer’s website, together with their support history, to ensure that we are targeting them with appropriate support in line with our ‘3-speed approach’.Oversee collation of the monthly (and ad-hoc) metrics and reports for your clients ensuring they effectively demonstrate how the various dealer and manufacturer accounts are performing. Provide insights keeping the client informed of progress against agreed goals and helping them understand the potential opportunities.For customers that have purchased additional services, interpret the regular metrics and reports then communicate the latest findings to the dealer. Focus will be on areas that require attention and guiding them towards additional services or products that could enhance their profitability and efficiency.Promptly and accurately record details of each contact with clients and customers, through contact reports and our SAP database, to ensure a comprehensive customer history is maintained for each dealer and relevant data is available for trend analyses.Manage customer satisfaction surveys and work with the contracts department to ensure all customer contract information is accurately recorded.Conduct conference calls and attend meetings, with both dealers and manufacturers, accompanied by senior or specialist colleagues as appropriate.Deliver training to dealers on our full range of products and services, remotely (via online meetings), face-to-face or via workshops.In all customer contact demonstrate our digital marketing expertise, sharing knowledge and insights, and advising clients on additional services and products which will further support their business and drive sales. 
Title: Digital Senior Account Manager
Salary: None
Description: Role SummaryAutotorq is looking for a self-motivated and highly proactive Senior Account Manager to join this exciting and dynamic business, managing the day-to-day relationship with one of our key global clients and bringing digital expertise as well as thought leadership to continuously develop and grow that relationship.Your primary responsibility will be to become the key point of contact for the client centrally and key stakeholders globally on all matters relating to the daily running of the account. The strong relationships you will develop will naturally provide the foundation and understanding from which you will help to develop and grow this account.Supported by the Account Managers, Project Managers and Customer Support Team you will be fully accountable for ensuring that we consistently deliver a service which exceeds client expectations and effectively responds to the client’s requirements on a day-to-day basis.Your role will necessarily include occasional but regular travel to meet with clients.Key Responsibilities:To ensure we deliver a first-class customer experience to your clients and maintain consistently high levels of customer satisfaction, including:Manage all aspects of your client accounts being fully accountable for every aspect from support, through delivery to sales and growth.Become the key point of contact for each of your client accounts, driving growth and the agenda for meetings and resolving any issues that may arise.Engage with our clients and customers at every opportunity to understand the challenges they face, both in using our products or services and within the wider context of their business. Feed this information back internally to the management team.Identify opportunities to sell additional products and services to existing clients at manufacturer and dealer level. Liaise with the management team to devise an appropriate approach then ensure that this is followed through to completion with regular reporting on progress.Work closely with our team’s Customer Support Advisors to ensure that regular outbound calls are made to all your client’s dealer website customers. Drive the agenda for these calls so that, in addition to providing advice and support, they also link to and support other marketing initiatives taking place here and at the client.Support the team’s Customer Support Advisors by responding to incoming first-line support queries when needed and resolving more complex support queries.Review and analyse the performance of each customer’s website, together with their support history, to ensure that we are targeting them with appropriate support in line with our ‘3-speed approach’.Oversee collation of the monthly (and ad-hoc) metrics and reports for your clients ensuring they effectively demonstrate how the various dealer and manufacturer accounts are performing. Provide insights keeping the client informed of progress against agreed goals and helping them understand the potential opportunities.For customers that have purchased additional services, interpret the regular metrics and reports then communicate the latest findings to the dealer. Focus will be on areas that require attention and guiding them towards additional services or products that could enhance their profitability and efficiency.Promptly and accurately record details of each contact with clients and customers, through contact reports and our SAP database, to ensure a comprehensive customer history is maintained for each dealer and relevant data is available for trend analyses.Manage customer satisfaction surveys and work with the contracts department to ensure all customer contract information is accurately recorded.Conduct conference calls and attend meetings, with both dealers and manufacturers, accompanied by senior or specialist colleagues as appropriate.Deliver training to dealers on our full range of products and services, remotely (via online meetings), face-to-face or via workshops.In all customer contact demonstrate our digital marketing expertise, sharing knowledge and insights, and advising clients on additional services and products which will further support their business and drive sales. 
Requirements: Director experience, None education
Fraudulent: No