Customer Account Manager - SMB

As a Customer Account Manager at Shopmonkey, your primary responsibilities include building and maintaining relationships with auto repair shop owners, driving the adoption of key product features, and defining new sales strategies to enhance engagement. You'll collaborate with customers to understand their needs and recommend solutions that not only benefit them but also foster their business growth. Additionally, you'll be expected to manage and accurately forecast sales opportunities through our CRM and drive revenue through up-selling and cross-selling various Shopmonkey products.

Shopmonkey is searching for candidates with at least two years of sales experience, showcasing a strong track record of performance. Ideally, you'll have a good understanding of technology platforms and the ability to communicate effectively with customers of varying technical proficiencies. A demonstrated passion for the startup culture and automotive industry is essential. The ability to adapt quickly in a fast-paced environment and demonstrate empathy towards customers is highly valued at Shopmonkey.

At Shopmonkey, the Customer Account Manager position offers a base salary ranging from $60,000 to $70,000. In addition to the base salary, you can earn an uncapped commission target of $50,000 annually, which provides significant earning potential based on your performance and customer successes. Furthermore, you’ll also enjoy equity options and a comprehensive benefits package that enhances your overall compensation.

Shopmonkey is committed to the growth of its employees and offers various opportunities for personal and professional development. As a Customer Account Manager, you will have access to weekly training sessions on product knowledge and company updates, monthly events focused on diversity and inclusion initiatives, and individual career progression plans. This ongoing education ensures that you stay at the forefront of industry trends and continue to enhance your skills.

Shopmonkey prides itself on fostering a supportive and inclusive company culture where employees are valued as individuals. As a Customer Account Manager, you can expect a collaborative work environment filled with hungry and humble colleagues who are passionate about what they do. With flexible time-off policies and a focus on well-being, Shopmonkey ensures that its team members feel empowered and inspired to contribute meaningfully to the auto repair industry.

To build strong relationships with auto repair shop owners, I would start by investing time in understanding their unique challenges and needs. This means asking open-ended questions, actively listening, and showing genuine empathy for their situations. By offering tailored solutions that align with their goals, I can cultivate trust and rapport, ultimately leading to long-lasting partnerships.

In my previous role, I implemented a targeted outreach strategy focused on segmenting potential clients based on their specific needs. I crafted personalized communication that highlighted how our solutions could solve their problems. This approach increased engagement and led to a significant conversion rate, demonstrating the effectiveness of tailored sales strategies.

Empathy is about active listening and putting myself in the customer's shoes. I take the time to ask clarifying questions and reflect on their responses. Additionally, I leverage customer feedback and data to identify patterns that can help me understand their challenges on a deeper level. By doing this, I can develop solutions that genuinely meet their needs.

To prioritize my sales pipeline effectively, I classify opportunities based on potential value and urgency. I use CRM tools to track leads and categorize them by progress status. Regularly reviewing and updating my pipeline allows me to focus on high-priority tasks, ensuring that I maximize my time with promising opportunities.

Once, I encountered a frustrated customer who was experiencing significant challenges with our software. I took the initiative to schedule a call where I could listen to their concerns directly. By acknowledging their frustrations and providing a step-by-step guide to resolving their issues, I not only helped them through the problem but also earned their trust and renewed their subscription.

What excites me most about being a Customer Account Manager at Shopmonkey is the opportunity to be at the intersection of technology and the automotive industry. Helping shop owners leverage our solutions to enhance their operations is rewarding. I love being part of their journey toward digital transformation and witnessing the positive impacts of our products on their businesses.

In a fast-paced environment, I use prioritization methods like the Eisenhower Box to distinguish between urgent and important tasks. By setting clear goals and breaking down large projects into manageable steps, I can stay organized and focused, even when facing tight deadlines. Utilizing tools like calendars and task management software further enhances my efficiency.

Customer feedback is a vital component of my sales process. It informs my understanding of customer needs and provides insights into product improvements. I actively seek feedback during discussions and utilize it to adjust my sales approach and improve customer satisfaction. By demonstrating that I value their input, I foster stronger relationships with clients.

I stay current with industry trends by subscribing to relevant newsletters, following automotive blogs, and participating in industry webinars and conferences. Networking with peers and joining professional organizations allows me to share insights and stay informed. This knowledge is critical in anticipating customer needs and providing valuable solutions.

I want to work at Shopmonkey because I admire its commitment to transforming the auto repair industry through innovative technology. The company's emphasis on personal growth and its inclusive culture align with my values. Additionally, the opportunity to work closely with passionate individuals who care about making a difference in small businesses is incredibly appealing to me.