Account Manager (APU)

US-KS-Overland Park
FLSA Status
Professional
Type
Regular Full-Time

Mission

 The APU Account Manager provides ongoing support and training for a set of clients assigned to them, yet is expected to have knowledge of all accounts at APU. The position requires flexibility, the patience of a good teacher and knowledge of all 3 estimating platforms and integrations. The position is dynamic, partnering with multiple departments across the company. The APU Account Manager is the point of contact for clients and makes decisions to ensure the client is getting maximum benefit and ROI from APU.

Position 80s

  • Train insurance adjusters, repair facility employees, and suppliers to use APU Solutions software via phone, web meeting or face to face presentations
  • Gather training results and provide detailed/measurable feedback for product improvement to management
  • Coordinate with executive management, sales and IT team to help ensure ongoing superior customer service
  • Use creative problem solving skills to resolve issues promptly while maintaining good customer relations
  • Proactive Customer Support Calls to ensure clients are getting the maximum benefit of APU
  • Receive all inbound calls from any client and assist with questions/concerns
  • Provide technical support (Tier 1 Helpdesk) to APU clients for web-based product
  • Work with IT if Tier 2 and above support is required, be the voice of the client and find resolution to the client’s satisfaction
  • Analyze and train clients on weekly, monthly and year to date performance reports and online reports
  • Suggest and demonstrate new products to clients
  • Train clients on new features and products
  • Foster rapport with the client and grow the relationship
  • Implement ongoing strategic business initiatives and provide updates in weekly operations meeting
  • Monthly Quality Assurance Testing for new product releases
  • Quality Assurance Testing on new reports or changes on existing reports
  • Maintain account in all aspects – usage, hierarchy changes, deactivations, new hire activations
  • Use and maintain internal CRM to record all communication from clients – inbound/outbound calls, emails, trainings, Live Chat, Purchase Orders
  • Document client requests for site and new supplier requests
  • Compose quick tips, best practice workflows, and user guides for insurance and repair facility customers
  • Understand all 3 major estimating platforms and how they work with APU
  • Knowledge of all accounts at APU

Qualifications

Education and Experience

  • High School Degree or equivalent required.
  • 2+ years Customer Service experience required
  • Understanding or familiarity with vehicles and vehicle repair preferred
  • Some technical support experience preferred.

 Required Skills and Abilities

  • Exceptional multitasking ability.
  • Ability to install and troubleshoot software.
  • Some ability to setup and trouble shoot networked hardware
  • Superior written and verbal communication skills.

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