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Account Manager, Direct

| Chicago

Job Description

Established in 1998, Cars.com is one of Chicago’s original tech companies. Our online platform makes it easier for consumers to shop for, sell, and service their cars. With our expert content, mobile app features, millions of new and used vehicle listings, a comprehensive set of research tools, and the largest database of consumer reviews in the industry, Cars.com offers innovative products to connect consumers with dealers across the country. Change is in our DNA, and 2017 has been no exception! We've moved to a new Chicago HQ at 300 S. Riverside, acquired DealerRater, the largest online ratings platform for car dealerships, and became a free-standing, publicly traded company on the NYSE! A true constant through the years has been the incredible culture we've created. Our employees have cultivated an environment leveraging technology, fostering innovation and embracing collaboration. We take pride in how Cars.com empowers our people to win and gain valuable experiences along the way!

We are currently looking for an open-minded, eager to learn Account Manager to join our large, ever-evolving, FUN Account Management team. As an Account Manager, you will provide ongoing support via phone and email to both new and existing Cars.com accounts as well as Direct Sales Representatives. The role serves as a liaison between our dealer and sales customers and many other departments throughout Cars.com. Your focus will be on providing excellent customer service and resolving issues to fuel Cars.com growth and ensure customer retention. The ideal candidate is open to future opportunities within our inside or field sales team. 

Responsibilities include:

  • Support new and existing Cars.com accounts via phone and email by providing ongoing consultation and direction to ensure success with their online advertising
  • Monitor customer engagement and account performance and prioritize outreach to retain business
  • Train Cars.com customers on products, tools and resources, and continuously educate them on site news, updates and enhancements
  • Fulfill customer requests and resolve issues in a timely, professional, and personable manner
  • Support Cars.com Direct Sales Representatives by handling incoming requests and participating in strategic conversations to foster customer growth and retention
  • Provide sales reps with data and reporting to demonstrate Cars.com’s value and highlight customer ROI
  • Utilize Excel and internal tools to fulfill reporting requests to assist in the sales organization’s success
  • Utilize Salesforce.com to thoroughly document and track customer inquiries and account interactions
  • Perform other related duties such as participating in various projects, pilot groups, or department initiatives as needed

Required Skills:

  • Effectively work cross-functionally and with a wide range of people with different skill sets
  • Excellent organizational, interpersonal, and communication (written and verbal) skills
  • Ability to consult and influence customers and prospects via phone
  • Exceptional time management skills with the ability to handle multiple projects simultaneously
  • Ability to work in a fast-paced environment while solving problems quickly and creatively
  • Self-motivated with an ability to work both independently and as a productive member of a team
  • Ability to learn quickly and adapt to change
  • Positive, customer first attitude
  • Audit Accounts to make sure they up to date and correct on site
  • Identify upsell opportunities
  • Ability to speak persuasively to dealer customers to overcome cancel threats
  • Present effectively the benefits of a Cars.com partnership
  • Proficient in Microsoft Office Suite

Required Experience:

  • Bachelor’s degree preferred
  • 0-1 year of relevant work experience (Account Management or Customer Service 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
  • Company-wide 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
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