Launched in 1998 Cars.com is a leading online destination that offers information from experts and consumers to help car shoppers buy, sell, and service their vehicles. With more than 30 million monthly visits to its web properties, Cars.com lists millions of new and used vehicles, reviews, unbiased editorial content, and a wide range of shopping tools. Despite being a nearly 20-year old company, Cars.com has maintained its startup culture as a fun, fast-paced environment with highly engaged employees who are committed to constant innovation. Our highly-engaged workforce enjoys our dedication to work/life balance, wellness and career growth as well as a rich set of employee programs. We’re big enough to provide abundant resources and small enough for employees to make an immediate impact.

This position works closely with the Director of Account Management and other managers to execute the team’s goals. The overall approach is to define and implement consistent processes which will exceed internal and external customer expectations. The Manager of Account Management will build relationships with the sales team to ensure success in a high growth online media business. This position is responsible for coaching a team of Account Managers who assist in achieving growth goals. In addition, they will work with their team increase dealer service and retention for the suite of products we sell to franchise and independent dealers. They will need to analyze data, evaluate workflow processes, and work with various operational tool sets. The position is responsible for implementing process and technology improvements to the infrastructure that address operational challenges, while ensuring success in a high growth online media business.

Responsibilities include:

• Lead and develop a team of Account Manager to achieve results by ensuring quality, productivity and professional growth
• Partner with Sales and various cross-functional team members to carry out key initiatives driving company results
• Be an active member of the Account Management Leadership team
• Recruit, onboard, develop and retain top talent by creating a productive, positive and enjoyable environment for the Account Management department
• Drive all day-to-day operational activities to ensure team meets established service level goals
• Monitor behaviors and skills of Account Managers to ensure they are professional, friendly, confident and capable with all aspects of handling customer inquiries
• Engage in regular one-on-one discussion with each Account Manager on the team to review developmental progress and success; discuss potential solutions and coach as necessary
• Conduct regular team meetings to ensure employees are informed of news, updates, department performance and changes
• Review reports and tools to track performance and trends to provide recommendations on changes and improvements
• Address and handle customer escalations promptly and professionally
• Consistently bring creative ideas and solutions to the team on how to improve the customer experience
• Proactively seek out professional development opportunities
• Perform other related duties, as assigned by management

REQUIRED SKILLS

• Extremely customer and employee focused with a positive attitude
• Strong relationship building skills
• Strong organizational, communication, and presentation skills
• Exceptional time management skills with the ability to handle multiple projects simultaneously
• Demonstrated experience with exceeding expectations and service level agreements (SLAs)
• Sound judgment and decision-making skills
• Solid analytical skills to help identify process improvement through quantitative analysis
• Ability to interact on a regular basis with internal customers, external clients, vendors, and dealer customers via phone, email, and in-person
• Proficiency in the use of MSOffice products

REQUIRED EXPERIENCE

• Bachelor’s degree preferred
• 2 to 5 years of experience managing a client service or sales team preferred
• Proven track record in customer satisfaction, operations, project management, process improvement, and change management
• Online advertising experience preferred
• Salesforce.com experience preferred

Why Cars.com?

• Excellent health, dental & vision insurance
• Strong work like balance with paid holidays and vacation
• 401(k) plan with immediate vesting
• Employee stock purchase plan
• Tuition reimbursement
• Company paid volunteer day
• Commuter benefits
• Casual dress code
• State of the art office on the Chicago river, close to public transportation
• Flexible hours and ability to work from home
• Free Starbucks coffee, drinks, and snacks every day
• Companywide Happy Hours every Thursday and Friday
• Frequent celebrations and fun company events
• Endless options for personal development, including access to Lynda.com, “CarsU” classes, our internal library, and Friday “CarsIQ” sessions