- Apr 10, 2009
- 9
- 0
- First Name
- Patrick
To Apply, Goto: Careers | Dealer.com | Car Dealer Marketing and Automotive Websites, Auto Dealer Website SEM and SEO
Summary:
An Account Management (AM) Team Leader reports to the Director of Account Management and serves as the single point of contact between the Account Manager team and the rest of the DDC organization. The AM Team Leader must lead and inspire the existing AM team, creating a solid organizational structure & open lines of communication among all team members. The AM Team Leader must develop the existing AM team, comprised of both new hires and seasoned staff. S/he must manage all aspects of the AM business processes on a daily basis, and develop new business processes within an account management structure. This is a hands-on role, where the AM Team Leader leads by example and acts as a mentor & role model to AM staff. This position requires considerable skills in time management; communication at all levels, and the ability to organize and prioritize a workload.
Responsibilities:
Leadership
1. Coach, direct, lead and supervise all aspects of the team
2. Lead team on successful execution of departmental performance objectives
3. Hold staff accountable for the work day and work load
4. Delegate and oversee daily activity of staff including
a. Ensure timely process of inbound client communication
b. Identify and resolve client issues and interaction
c. Ensure job satisfaction is best of breed
5. Remove obstacles, find growth opportunities and provide coaching for direct reports
6. Ensure superior internal customer service
7. Communicate and discuss industry issues and trends with team
8. Provide weekly reporting
9. Conduct monthly, quarterly and annual performance reviews for staff
10. Implement goals and objectives as dictated by senior management
Mentoring & Coaching
1. Provide continuous training and coaching/mentoring to the AM team in order to ensure that the required level of performance is met and continually maintained as well as ensuring all team members achieve their individual development needs.
2. Conduct staff performance reviews and development plans on a regular and ongoing basis to guarantee that all AM team members receive a structured and documented formal performance feedback and are fully aware of their development needs and strengths.
3. Participate in the AM recruitment process, in cooperation with Human Resources, as new vacancies arise in the AM team, in order to ensure correct staffing is maintained at all times.
Account Management
1. Responsible for the entire portfolio of DDC accounts assigned to the AM team and for generating profitable new business through up-selling.
2. Lead and co-coordinate several up-selling campaigns involving account team management team.
3. Continuously review the existing accounts’ portfolios to enable better and more focused day-to-day customer relationship management by the AM team.
4. Improve levels of customer service through the identification and resolution of weaknesses in existing customer relationship management procedures.
Measurements and Process Improvement
1. Evaluate and maintain productivity measures for the team, to ensure that all team members are performing to their full capacity and in accordance with performance targets.
2. Prepare and maintain dashboards (key performance indicators) so that information is accurate for review by account managers and DDC management per agreed monthly deadlines.
3. Compile and present monthly team results, covering specific information regarding customer gains, losses, opportunities and risks. Assist Director of Account Management in formulating and implementing new business strategies based on results.
Communications
1. Liaison with other department managers to maximize communication between all DDC departments and the AM team leader.
2. Ensure that internal and external requests are acted upon by the team in a timely manner to ensure optimum service.
3. Hold regular AM team meetings and actively communicate with team in order to maximize the team’s awareness of company-wide DDC successes and challenges.
Special Projects
1. Perform ad hoc projects as assigned by the Director of Account Management.
Knowledge, skills, abilities required:
The AM Team Leader is expected to have excellent communication skills (using English) and be proficient in all aspects of the Account Manager position. This includes proficiency in computer troubleshooting methodologies (with on the job training provided for proprietary technologies and applications) and requires an in-depth understanding of the Dealer.com application architecture.
Education and Work Experience:
A bachelor’s degree in a related field is preferred but 3-4 years of relevant work experience are acceptable substitutes. Demonstrable skills a plus.
Reporting Relationships and Contacts:
This position reports to the Director of Account Management. This position interacts with all levels of customers and co-workers in the Support, Development and Production departments.
Working conditions:
The nature of the AM Team Leader position places the employee (1) in frequent contact with clients and also (2) places the employee in situations where they encounter a wide array of potential employee and customer problems. These two elements combined require the employee to be an outstanding communicator capable of “thinking on his/her feet†and able to patiently cut through what can sometimes be a heated or confusing conversation to get down to “the point†of a given conversation in order to provide that individual with the assistance they need.
The AM Team Leader works in an open environment within the CRM department. This position requires phone work, computer usage, and constant interaction with AM staff and their customers. Hours worked may vary due to the shift schedule of the department.
Compensation
The AM Team Leader’s compensation plans are developed annually and are subject to change.
Summary:
An Account Management (AM) Team Leader reports to the Director of Account Management and serves as the single point of contact between the Account Manager team and the rest of the DDC organization. The AM Team Leader must lead and inspire the existing AM team, creating a solid organizational structure & open lines of communication among all team members. The AM Team Leader must develop the existing AM team, comprised of both new hires and seasoned staff. S/he must manage all aspects of the AM business processes on a daily basis, and develop new business processes within an account management structure. This is a hands-on role, where the AM Team Leader leads by example and acts as a mentor & role model to AM staff. This position requires considerable skills in time management; communication at all levels, and the ability to organize and prioritize a workload.
Responsibilities:
Leadership
1. Coach, direct, lead and supervise all aspects of the team
2. Lead team on successful execution of departmental performance objectives
3. Hold staff accountable for the work day and work load
4. Delegate and oversee daily activity of staff including
a. Ensure timely process of inbound client communication
b. Identify and resolve client issues and interaction
c. Ensure job satisfaction is best of breed
5. Remove obstacles, find growth opportunities and provide coaching for direct reports
6. Ensure superior internal customer service
7. Communicate and discuss industry issues and trends with team
8. Provide weekly reporting
9. Conduct monthly, quarterly and annual performance reviews for staff
10. Implement goals and objectives as dictated by senior management
Mentoring & Coaching
1. Provide continuous training and coaching/mentoring to the AM team in order to ensure that the required level of performance is met and continually maintained as well as ensuring all team members achieve their individual development needs.
2. Conduct staff performance reviews and development plans on a regular and ongoing basis to guarantee that all AM team members receive a structured and documented formal performance feedback and are fully aware of their development needs and strengths.
3. Participate in the AM recruitment process, in cooperation with Human Resources, as new vacancies arise in the AM team, in order to ensure correct staffing is maintained at all times.
Account Management
1. Responsible for the entire portfolio of DDC accounts assigned to the AM team and for generating profitable new business through up-selling.
2. Lead and co-coordinate several up-selling campaigns involving account team management team.
3. Continuously review the existing accounts’ portfolios to enable better and more focused day-to-day customer relationship management by the AM team.
4. Improve levels of customer service through the identification and resolution of weaknesses in existing customer relationship management procedures.
Measurements and Process Improvement
1. Evaluate and maintain productivity measures for the team, to ensure that all team members are performing to their full capacity and in accordance with performance targets.
2. Prepare and maintain dashboards (key performance indicators) so that information is accurate for review by account managers and DDC management per agreed monthly deadlines.
3. Compile and present monthly team results, covering specific information regarding customer gains, losses, opportunities and risks. Assist Director of Account Management in formulating and implementing new business strategies based on results.
Communications
1. Liaison with other department managers to maximize communication between all DDC departments and the AM team leader.
2. Ensure that internal and external requests are acted upon by the team in a timely manner to ensure optimum service.
3. Hold regular AM team meetings and actively communicate with team in order to maximize the team’s awareness of company-wide DDC successes and challenges.
Special Projects
1. Perform ad hoc projects as assigned by the Director of Account Management.
Knowledge, skills, abilities required:
The AM Team Leader is expected to have excellent communication skills (using English) and be proficient in all aspects of the Account Manager position. This includes proficiency in computer troubleshooting methodologies (with on the job training provided for proprietary technologies and applications) and requires an in-depth understanding of the Dealer.com application architecture.
Education and Work Experience:
A bachelor’s degree in a related field is preferred but 3-4 years of relevant work experience are acceptable substitutes. Demonstrable skills a plus.
Reporting Relationships and Contacts:
This position reports to the Director of Account Management. This position interacts with all levels of customers and co-workers in the Support, Development and Production departments.
Working conditions:
The nature of the AM Team Leader position places the employee (1) in frequent contact with clients and also (2) places the employee in situations where they encounter a wide array of potential employee and customer problems. These two elements combined require the employee to be an outstanding communicator capable of “thinking on his/her feet†and able to patiently cut through what can sometimes be a heated or confusing conversation to get down to “the point†of a given conversation in order to provide that individual with the assistance they need.
The AM Team Leader works in an open environment within the CRM department. This position requires phone work, computer usage, and constant interaction with AM staff and their customers. Hours worked may vary due to the shift schedule of the department.
Compensation
The AM Team Leader’s compensation plans are developed annually and are subject to change.
