Sr Client Solutions Executive - Manage - Rochester / Buffalo / Syracuse

Buffalo, New York
Jan 12, 2019
Metro Area
Full Time


Client Solutions Executive - Manage isresponsible for managing assigned dealer customer relationships for Manheimwith the goal of retaining and growing those customers by providing apersonalized auction experience and promoting the “One Manheim” philosophyregardless of sales channel or physical location.

Client Solutions Executive - Managewill educate customers on the products, services, and channels provided byManheim and actively seek opportunities to grow the relationship byrecommending solutions that will meet the dealer’s business needs.

The Client Solutions Executive -Manage is responsible for helping ensure that we deliver a personalized,low-effort, and positive auction experience for our dealer customers.

While the Client Solutions Executive -Manage focus will be on his/her assigned dealer customers, they will also workclosely with the Dealer Services team to help ensure all dealer customers aresupported on sale day.This job willinclude proactively collaborating with field sales teams, other Manheimcompanies, customers, and internal auction departments in order to ensure thatcustomer expectations are met or exceeded and to proactively identifyopportunities for account growth.Thisrole is expected to service accounts and build relationships at dealerlocations up to three days a week.

Key Responsibilities

• Actively service assigned customeraccounts selling new or incremental services.

• Develops and executes on a plan togrow revenue of assigned accounts.

• Deliver superior customer serviceexperience in order to achieve account retention and revenue growth.

• Knows the competition and how toupsell against it.

• Act as the primary point of contactfor assigned dealer accounts for providing assistance, resolving issues andfacilitating sale day requirements

• Help obtain growth targets throughactive management of the relationship for assigned dealer customers

• Help obtain growth targets throughactive management of the relationship for assigned dealer customers

• Seek to improve customer experienceand productivity by collecting, analyzing, identifying, and presentinginformation

• Review customer’s key performanceindicators and recommends solutions for improving conversion rate

• Develop and strengthen relationshipswith dealers over the phone, online, and in person (at the auction or customersite)

• Ensure that the data in CRM system( accurately reflects account activity and sales opportunities

• Utilize forreporting, lead input, market-wide collaboration, and customer performancereviews

• Sell and train on Manheim productsand services.

• Provide technical assistance andproduct information to our customers

• Perform lead generation (Next Gear,notification of newly registered dealers to sales, etc.)

• Advise dealers on value-addedservices based on their individual needs (CR, Deal Shield, PSI, Recon,Transportation)

• Review dealer lanes to ensuredealers are placed based on market guidelines (ie. sales percentage)

• Plan, execute, and follow up onopportunities for growth

• Rep cars and monitors lanes on saleday (unit order/dry lanes) as needed

• Proactively educate assignedcustomers, as well as other dealers on products, services, and availablechannels

• Work directly with customer onsite,via email & phone to ensure expectations are met and service issues areresolved.

• Make welcome calls tonewly-registered dealers

• Reserve numbers for dealers and setthe lanes

• Register “no sales” in the next sale

• Manage transportation requests

• Request and follow up on Recon work,CRs, and PSI

• Update floors and announcements

• Work “IF” bids

• Provide pre-sale and end of salereports

• Champion all sale day preparations(pre/post activities) related to in‐lane and online sales. Works with lane anddepartment leads (recon, vehicle check in, lot operations), field sales team,and other coordinators to ensure each vehicle is properly prepared for saleday, crosses the auction block on sale day and or is posted on OVE.

• Investigate, troubleshoots, andresolves customer problems and issues; serves as a liaison between customers,sales teams, and location personnel to reconcile problems and to maintain ahigh level of customer service.

• Demonstrate professionalism andsincere appreciation for the business relationships that have been establishedamongst the dealers and Manheim.

• Function as a solid team player andwork closely with teammates, field sales, and customer care to create asuperior customer experience.

• Work with manager to ensure aconsistent and effective online and in-lane customer experience, appropriatetransaction processing, high customer satisfaction and service levels

• Visibly demonstrates safetycommitment by following all safety and health procedures and modeling the behaviorsrelated to such.Actively participate insupport of all safety activities aligned with Safety Excellence.

• Perform other duties as assigned bymanagement


Education & Specialized Knowledge:

  • High school diploma or equivalent required
  • Bachelor’s degree preferred
  • Working knowledge of sales and marketing techniques and best practices
  • Skills in communication, customer service, and relationship building


  • Minimum of 2 years outside sales and service
  • Automotive, auction, wholesale internet sales / service experience preferred
  • Experience in selling and servicing account list
  • Proven track record of growing accounts from existing base

About Cox Automotive

Cox Automotive Inc. makes buying, selling and owning cars easier for everyone, while also enabling mobility services. The global company’s 34,000-plus team members and family of brands, including Autotrader®, Clutch Technologies,®, Dealertrack®, Kelley Blue Book®, Manheim®, NextGear Capital®, VinSolutions®, vAuto® and Xtime®, are passionate about helping millions of car shoppers, tens of thousands of auto dealer clients across five continents and many others throughout the automotive industry thrive for generations to come. Cox Automotive is a subsidiary of Cox Enterprises Inc., a privately-owned, Atlanta-based company with revenues exceeding $20 billion.

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Statement to ALL Third-Party Agencies and Similar Organizations:  Cox accepts resumes only from agencies with which we formally engage their services.   Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.


Organization: Cox Automotive

Primary Location: US-NY-Rochester-Rochester Remote

Other Locations: Buffalo,US,NY,,14201|Syracuse Remote,US,NY,Syracuse,13201|Buffalo Remote,US,NY,Buffalo,14223

Employee Status: Regular

Job Level: Individual Contributor

Shift: Day Job

Travel: Yes, 50 % of the Time

Schedule: Full-time

Unposting Date: 2019-01-20

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