Manages strategic demand-side accounts by building relationships, monitoring performance, resolving customer issues, presenting products and partnerships, and identifying growth, retention, cross-sell, and upsell opportunities. Leads customer meetings, coordinates with sales and operations teams, improves engagement, and supports revenue growth and customer satisfaction. Requires sales or account management experience, automotive industry knowledge, strong communication skills, data-driven decision-making, Microsoft Office proficiency, and 10% travel.
The Strategic Account Manager is responsible for building, maintaining, and nurturing strong business relationships with select Demand customers to maximize IAA’s revenue and customer experience scores. The Strategic Account Manager will communicate regularly with designated customers and discuss performance, resolve customer queries, and identify opportunities to increase customer engagement with IAA. The Strategic Account Manager will work closely with the Inside Sales team, Operations, and Buyer Services to assist with customer service. This role reports to the Manager of Account Management.
Responsibilities- Build and maintain strong brand trust with designated accounts
- Understand the products, services, and tools customers use to operate their business
- Present new products, services, and partnerships to designated accounts as they are added to IAA’s product portfolio
- Monitor the performance of key accounts and facilitate timely interventions
- Manage customer expectations and satisfaction
- Identify and present opportunities that may generate incremental revenue or create efficiencies
- Handle client queries and find innovative solutions to solve complex customer problems
- Understand how to be an effective listener and take action given the customer feedback provided
- Provide superior customer service and adhere to IAA’s Customer Care Values
- Collaborate closely with other members of the Marketplace Demand team to execute customer growth and engagement strategies
- Lead monthly meetings with customers
- Establish efficient communication methods and liaisons between key customers and internal departments
- Flexible and willing to perform other tasks as assigned
- 2+ years of Sales or Account Management experience
- 2+ years of experience in the automotive industry
- BI portal experience is an asset
- Great oral and written communication skills
- Exhibits great collaboration skills, with a willingness to work with cross-functional teams
- Capable of making decisions when customer problems and/or opportunities arise
- Able to identify growth, retention, and cross/up-sell opportunities using data and dashboards
- Understands IAA’s Customer Care Values and practices them daily
- Capable of meeting and/or exceeding growth and retention goals
- Proficient in Microsoft suite of products
- Willing to travel 10%
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