Jr Account Manager

Job Description

Job Description

Description:

Auction Edge is the automotive remarketing industry's leading provider of technology and services to independent auctions, dealers, and corporate remarketers. With 230 independent auction customers and millions of vehicles processed each year, Auction Edge is uniquely positioned to serve the competitive needs of the independent auction community. To learn more, visit Customer success is central to how Auction Edge operates. As a company built specifically to serve the independent auction community, our growth is directly tied to the growth and success of the auctions we serve. This role is expected to operate as a genuine partner to assigned auctions — going beyond day-to-day support to help customers succeed.

We are seeking a Jr Account Manager to join our dynamic team as a f ull-time remote employee . Auction Edge offers in-depth, consultative account management to our valued stakeholders, who benefit from a primary business partner that helps grow the auction business through the use of the Auction Edge suite of products, services, and systems.

The Jr Account Manager will be a member of the Auction Edge Customer Experience team, reporting directly to the Manager of Customer Experience. The ideal candidate is an emerging business relationship builder in an automotive or auction sales and support role, and/or has auto auction operations experience, with a consultative approach. Jr Account Managers provide account coordination, training, and support for their assigned auctions, and support senior team members on more complex accounts as assigned. Accounts are assigned at management's discretion. Jr Account Managers help build the foundation of a strong customer partnership through responsive, day-to-day support.

Responsibilities

Account Management

• Serve as the primary point of contact for assigned auction customers on all products, systems, and services offered by Auction Edge, including issue resolution
• Act as advisor/analyst to customers in recommending solutions — including third-party associated product solutions that integrate with Auction Edge systems — managing customer requests, assessing the business, and identifying opportunities for growth by leveraging the Auction Edge suite of products, systems, and services
• Manage and improve customer experience and satisfaction by promoting and facilitating communication between Auction Edge and the auctions
• Monitor and manage support requests and tickets for prompt issue resolution
• Utilize the Account Management rigor and toolset for documentation of, and visibility to, account activity and a cohesive customer experience
• Act as the voice of the auction to Auction Edge leadership through facilitation of monthly scorecard production and review with auction leadership (standard format provided)
• Provide product feedback from the field for consideration by the product teams in product lifecycle management, add-ons, and improvements
• Assist the Accounting department with customer communications related to invoicing or collections concerns, as needed
• Develop relationships with auction staff and regularly connect
• Inform and educate clients on new products and services, helping connect day-to-day support to each auction's broader success
• Share best practices to help improve auction performance and Edge sales
• Partner with the Install/Training team to ensure customer satisfaction during implementation and installments of Edge services and products for assigned auctions

Account Coordination

• Administer, monitor, and analyze the support ticketing and CRM system (NetSuite) for trends and SLA management, as needed for assigned accounts
• Support senior team members with more complex or escalated client needs, as assigned
• Assist with resolution and troubleshooting of client issues
• Deliver product training to clients
• Contribute to project work affecting clients 

Qualifications

• 2+ years of proven work experience as an Auction Edge employee, auction employee, or consultant
• Ability to build and maintain outstanding relationships with assigned auctions through strong written and verbal communication skills
• Ability to build and maintain internal relationships through strong communication skills
• Experience with auction management systems and/or other auction-facing products and services
• Experience managing issue resolution that requires interaction with customers and cross-functional teams
• Drive to understand the "why" behind users' behaviors and motivations
• Demonstrated ability to manage a portfolio of assigned customers through the life of the client relationship
• Ability to problem-solve, research, and interpret business metrics for the client to discover opportunity and drive improvement
• Ability to facilitate and lead customer-facing meetings
• Working proficiency administering CRM and support-ticketing tools (NetSuite)
• High school diploma or GED
• Ability to travel up to 30% as needed

Preferred Qualifications

• Intimate knowledge of auction operations and the automotive industry
• Existing relationships across the independent auction community
• Business consulting experience
• Bachelor's degree, or equivalent relevant experience, preferred
• Proficiency in the use of the Auction Edge suite of tools, including the Auction Management System, Spark, and CR Simplified

Auction Edge Benefits

• Medical, Dental, and Vision Insurance coverage
• 401k Retirement Plan
• 20 days of accrued PTO as well as 12 Flex Days per year (one three-day weekend per month)
• 8 paid holidays, 2 floating holidays, and 1 paid volunteer day per year
• Up to $100 Monthly Wellbeing Reimbursement Program (gym membership, personal training, massage therapy apps, and many other options
• Education Reimbursement Program up to $4,000 per 12-month period
• Focus Fridays