The Performance Manager is responsible to provide support to the Sales team, serving as a subject matter expert for the online and digital products that autoTRADER customers have purchased.
The Performance Manager will be assigned a list of customer accounts to contact over the phone. The Performance Manager will review performance results with customers and provide recommendations on how to maximize their return on investment.
Key Areas of Responsibility
Take ownership of assigned client accounts and commit to working with the Sales team and customers in order to maximize client business.
Provide a strong level of customer service and product knowledge, review performance and activity of dealers on a regular basis.
Ensure client issues are dealt with in an efficient manner, building and maintaining customer relationships and acquire an in depth understanding of their business and strategy.
2. Monitor Performance
Monitor and analyze account performance to identify trends in customer accounts.
Analyze various reports; review and analyze dealer activity with the goal of measuring results and making recommendations to Sales Team to adjust sales strategies.
Focus on the achievement of customer satisfaction, revenue generation within existing client base and long term account goals.
Effectively manage the progress and results of assigned accounts to ensure retention.
Develop methods to closely monitor technical issues experience by clients and take immediate action; develop reports to monitor action activities.
Identify and understand gaps in customer performance in order to educate and maximize customer return on investment.
Working with the Sales Team, Identify additional areas of opportunity in order to maintain success of client accounts.
Conduct effective needs assessment and design proposals to address customer’s specific needs to maximize business potential.
Maintain sufficient customer records to ensure proper account administration.
3. Cross Functional
Responsible to develop and produce reports and data to effectively communicate performance of products for the Sales and Marketing teams.
Work closely with Product Development teams, ensuring collaboration and customer experience knowledge is gathered.
Effective team player with strong communication (verbal & written) and listening skills
Strong time and organizational skills with the ability to prioritize and quickly respond to customer requests
Education & Experience
Diploma / Bachelor’s Degree in Business or related field
Minimum of 3-5 years customer or sales support experience
1-2 years of Automotive experience
Experience in digital media and internet product sales
Advertising and marketing experience
Bilingual (English and French) is considered and asset
Ability to immediately engage customers with enthusiastic and persuasive presentation skills over the phone
Excellent problem solving and analytical skills with the ability to report on relevant date an able to relate result to client objectives
Ability to use internal resources to find solutions for customers
Capable of developing relevant product knowledge specific to customer needs
Must be technically savvy