The Account Executive serves as the initial point of contact for clients regarding website maintenance and problems. This successfull candidate will have a strong customer-service focus, be comfortable with website technology, and able to manage multiple open cases effectively. ~
Provide general phone and e-mail customer service including answering inbound calls and responding to incoming e-mail messages.
Maintain the relationship with client base by performing monthly proactive out-bound phone calls and e-mails .
Communicate directly with current website customers via a combination of phone and e-mail updates including, but not limited to, reporting current website performance and pro-actively performing updates and customizations to customer websites per their request.
Obtaining feedback on products from customer base and sharing these ideas and client needs throughout all phases of product life cycle (plan, design, integrate, install and manage) with Senior Account Consultant & Account Managers.
Interfaces with the client to understand the client's overall objectives and requirements.
Train new Website Customers via phone and GoToMeeting on the use of their online Website Administrative Tools, Reporting Tools and Inventory Management Tools.
Participate in trade shows (when necessary and if applicable) by representing the organization professionally and sharing information on products as directed.
Serve as a point of escalation for issues or activities that the customer encounters during product utilization.
Work with Senior Account Consultant, Account Manager and/or Technical Support Team to troubleshoot and resolve any technical issues affecting external customers and communicate these efforts to the customer.
Share details with customers on additional offerings or services to provide value added service.
Prepare and distribute monthly performance reports for each website customer. Create simple & informative graphic illustrations of website data to clients (if a custom report is requested), assisting them in making decisions about performance & marketing of website.
Collect and analyze data for online marketing, track conversion rates, perform price analysis and evaluate marketing tools to determine most effective online advertising strategy for each client.
This position does not have any supervisory responsibilities.
Other duties as assigned by management.~
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Bachelor's degree (B. A.) from a four-year college or university preferred; or one to two years related experience and/or training; or equivalent combination of education and experience.
Ability to effectively communicate, present information and respond to questions from groups of managers, clients and vendors.
Experience with the following programs is considered a plus, but not required: Microsoft Excel, Microsoft Word, Microsoft Outlook, Microsoft PowerPoint, SalesForce CRM and Adobe Photoshop and Dreamweaver.
Dealertrack Technologies, Inc. - 15 months ago