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Client Account Manager III
Nashville, TN
Job Description
The Client Account Manager (CAM) III reports to the Sr. Director, OEM Enablement and is responsible for successfully supporting the execution of one or more OEM endorsed website and advertising programs. This includes day-to-day management of multiple OEM client relationships, internal communication and support of OEM initiatives and priorities, escalation support, and more. Success in this role will require expertise in client management, digital marketing, identifying and implementing improvements in customer retention and revenue growth within endorsed programs.The right candidate will have excellent leadership qualities, speaking and presentation skills, a solid understanding of reporting and analytics, and the ability to manage complex client relationships. The CAM III will support, and often lead cross-team initiatives that demand coordination of multiple teams and priorities to meet business objectives.
- Ensure customer facing teams are aware of all brand and program initiatives and have access to all necessary tools and resources to effectively execute on them.
- Research, assemble, and distribute go-to-market information to all relevant teams on a monthly basis.
- Monitor and proactively improve internal and external customer satisfaction within your brand by managing customer expectations, monitoring level of service being provided, and working with appropriate teams - across all of Ansira, as well as with your OEM partners - to manage escalated issues as needed.
- Asist with the day-to-day account management of your assigned OEM client(s), contribute to the management of the client relationship, and providing value by executing OEM requested initiatives in a manner that satisfies the often-disparate interests of both our OEM and dealer customers.
- Ensure timely communication and completion of OEM requested updates, working cross-functionally with internal teams as appropriate (Engagement Managers, Product, Agency, Client Success, etc.).
- Partner with enablement and dealer-facing teams to ensure 100 percent SLA achievements and customer satisfaction.
- Prepare and distribute monthly FordDirect SLA reporting in accordance with SOW requirements.
- Prepare and distribute weekly OEM reporting requirements, including:
- FordDirect onboarding report
- Nissan enrollment file
- Support operational excellence to reduce credits and financial givebacks.
- Exhibit a "Lean-In" attitude, looking for opportunities to be a part of the solution to problems, even if they're not technically in the OEM Enablement Team scope.
- Promote education relevant to endorsed OEM programs and partnerships.
- Own customer retention within assigned OEM brand(s), identifying primary drivers for customer churn and working cross-functionally with Agency, Client Success, Marketing, Product, Training, and Sales leaders to address.
- Partner with cross-functional teams to drive growth within your OEM channel(s), focusing on both new customer acquisition and increasing product penetration within the existing Ansira customer base.
- Provide company-wide guidance to maintain existing OEM endorsements and expand endorsed product penetration.
- Ensure relevant internal program pages are updated.
- Take ownership of Nissan compliance pre-approval process and associated improvements, working toward automation and scale across all OEM partner programs.
- Identify opportunities to leverage existing Ansira capabilities for the benefit of our T3 OEM and dealer clients, to aid program and dealer retention and growth.
- Own coordination of education and outreach efforts for T3 and Agency field teams (Shift consultants, GM DDPMs, Ford DPCs, etc.). Including webinars and/or newsletters highlighting platform enhancements, tool updates, industry insights, best practices, and more.
Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Experience
Open
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