Account Manager

Job Description

Job 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 an Account Manager to join our dynamic team as a full-time remote employee . (This role is remote, but will require travel).

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 Account Manager will be an integral member of the Auction Edge Customer Experience team, reporting directly to the Manager of Customer Experience. The ideal candidate is a proven business relationship builder within the automotive and/or auction industry — whether through a sales role or auto auction operations experience — excelling in a consultative role and operating independently across their assigned portfolio. Account Managers deliver training, support, and coaching through comprehensive analysis, strategic partnership, and a deep understanding of the auction business and its objectives. Accounts are assigned at management's discretion. Account Managers help auction leadership understand how industry trends and Auction Edge's product direction connect to their business goals, balancing proactive guidance with 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 and ensuring their goals are met through tailored solutions and proactive support
• Act as the voice of the customer, translating feedback into actionable insights for internal teams to enhance products and services
• 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 AE suite of products, systems, and services
• Facilitate regular performance reviews and scorecard discussions with clients to align on progress and future goals
• Facilitate efforts to identify and address customer pain points, proposing solutions that drive satisfaction and loyalty
• Apply knowledge of auction operations to advise customers on integrating Auction Edge solutions into their workflows
• Stay abreast of industry trends, leveraging insights to anticipate customer needs and help auction leadership understand how Auction Edge's product direction connects to their business goals
• Collaborate with cross-functional teams to ensure customer strategies are operationally sound and align with Auction Edge's priorities
• Build and maintain strong working relationships with internal and external stakeholders
• Monitor and manage the priority and escalation of support and/or system enhancement requests
• Utilize the Account Management rigor and toolset for documenting and visibility to account activity and a cohesive customer experience
• Partner with the Install/Training team to ensure customer satisfaction during implementation and installments of Edge services and products for assigned auctions
• Assist the Accounting department with customer communications related to invoicing or collections concerns, as needed
• Develop open, direct relationships with auction staff and regularly connect on business and relationship topics
• Demonstrate the value proposition of Edge solutions to inform and educate customers on new products and services
• Maintain comprehensive records of auction relationships, including visits and account overview calls, using Edge's CRM platform

Account Coordination

• Administer, monitor, and analyze the support ticketing and CRM system (NetSuite), as needed for assigned accounts
• Provide guidance and support to Jr Account Managers on client matters, as assigned
• Facilitate resolution and troubleshooting of client issues
• Facilitate product training and onboarding for clients
• Manage project work affecting clients

Qualifications

• 4+ years of relevant industry experience
• Demonstrated ability to build and maintain outstanding relationships with assigned auctions through exceptional written and verbal communication skills
• Proven ability to build and maintain internal relationships, fostering a collaborative work environment across departments
• Extensive experience with auction management systems and/or other auction-facing products and services
• Proven track record managing issue resolution that requires interaction with customers and cross-functional teams
• Demonstrated ability to manage a diverse portfolio of assigned customers through the entire client relationship lifecycle
• Strong problem-solving abilities, capable of researching and interpreting business metrics to present to clients and drive continuous improvement
• Competence in facilitating and leading customer-facing meetings
• Working proficiency administering CRM and support-ticketing tools (NetSuite)
• Proficient in office productivity tools (Google Suite, Microsoft Office, etc.)
• High school diploma or GED required; further education or relevant certifications a plus
• Ability to travel up to 75% as needed

Preferred Qualifications

• Comprehensive knowledge of auction operations and the automotive industry
• Established relationships within the auction community
• Demonstrated experience in business consulting
• Familiarity with support and ticket management software
• 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