Client Relationship Manager III-AMP

Company

Cox Automotive - USA

Job Family Group

Customer Care Group

Job Profile

Client Relationship Manager III

Management Level

Individual Contributor

Flexible Work Option

Can work remotely anywhere in the specified country

Travel %

Yes, 5% of the time

Work Shift

Day

Compensation

Compensation includes a base salary of $64,200.00 - $96,400.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

Job Description

​The Client Relationship Manager III, Managed Services is expected to build and maintain relationships with external clients and ensure customer needs are the driving force behind priorities, decisions and activities resulting in product utilization and client retention. The Customer Relationship Manager III, Managed Services is responsible for all day-to-day communications on behalf of the Automotive Marketing Platform (AMP), providing consultation on strategies and execution in subscribed marketing channels. Marketing Channels include but are not limited to: Email, Text, Social, Creative, Advertising and Direct Mail.

This position will work cross functionally with many teams across the organization as the operations and strategic point of contact for their assigned clients.

RESPONSIBILITIES

• Provide proactive client relationship management and communication as the primary point of contact for the AMP Marketing Technology Platform. 
• Contribute to customer satisfaction by consistently meeting and/or exceeding expectations and commitments by providing a high level of customer service to both internal and external customers; by solving customer problems quickly and effectively.  
• Work directly, professionally and collaboratively with Clients, internal teams (Product, Implementation, Performance Management, etc.), and other cross-functional teams as required to meet client needs.
• Maintain expected level of client engagement on a monthly basis in an effort to drive product utilization, performance, and minimize potential client churn risk. 
• Conduct consultative reviews and provide summaries to dealership & dealership group leaders outlining tasks completed, established action items and analysis of marketing/process opportunities to drive product utilization and performance. This is including but is not limited to: marketing templates, customer segments, process trees, adhoc campaign strategy, task call scripts, etc. 
• Leverage existing and custom CRM report to analyze and evaluate email performance including, but not limited to, emails sent, emails opened, emails clicked, tasks created, tasks completed and deleted, and vehicles sold from email campaigns.  
• Provide guidance to other members of Managed Services and other departments (as appropriate) by sharing experiential knowledge of and coaching others on marketing trends, tactics and marketing in general. The Account Manager should display the utmost quality, confidence and effectiveness when handling VIP accounts, pilot programs, new feature conversations and difficult situations by providing exceptional customer service and maintaining a high degree of professional integrity within all levels of the organization. 

MINIMUM QUALIFICATIONS:

• Bachelor’s degree in a related discipline and 4 years experience in a related field. The right candidate could also have a different combination, such as a master’s degree and 2 years experience; a Ph.D. and up to 1 year of experience; or 8 years experience in a related field
• Requires strong knowledge of MS office tools and effective communication skills: written, verbal and presentation.
• Requires knowledge of Digital Marketing campaigns, customer segmentation and marketing best practices 
• Excellent mental acuity (detail oriented, capable of managing multiple tasks simultaneously, strong prioritization) to execute duties of the position successfully to meet business and client needs
• Excellent organizational skills.
• Exceptional client relationship, account management, experience

PREFERRED QUALIFICATIONS:

• Pro-active thinker with ability to absorb high amounts of detail
• Marketing program experience, including evaluating and utilizing digital marke