What are the responsibilities and job description for the Regional Account Manager position at Opus IVS - US?
Company Overview
At Opus IVS, our mission is to drive advancement in the automotive industry by assisting customers with complex vehicle repairs. Guided by our core values of Customer Focus, Innovation, Collaboration & Teamwork, and a Results-Driven approach, we continually strive to develop advanced technology that empowers us to fulfill our mission.
Opus IVS technology & products has been a leader in the industry since the late 90's. Opus IVS offers modern collision shops an integrated platform of leading diagnostics and calibration solutions, anchored by expert technicians and cutting edge, patented technology.
Job Overview
The Regional Account Representative role is to nurture and develop strong relationships in order to retain and grow business with assigned accounts through ongoing communication and site visits. They will be available to answer customer inquiries, review usage reports, train/onboard new users and identify new business opportunities within customer base.
Responsibilities:
- Building strong client relationships to maintain existing business and reduce account cancellations
- Work with client relationships to identify opportunities to and grow customer usage levels
- Help and guide new customers that are coming into the Company to ongoing success
- Communicating with clients to ensure that all their needs are understood and addressed
- Collaborating with various internal departments to ensure that they fulfill all customer requests
- Resolving any complaints that are escalated to the account management level and keeping track of all processes that pertain to the client's business
- Acting as the customers champion within the Company to ensure the customers' expectations are met with a focus on improving the customer experience
- Collecting and analyzing data concerning customer behavior to understand changing needs
- Providing key metrics on a monthly basis to Senior Management
- Work with customers to better understand our product and incorporate it into their shop workflow
- Regularly review product usage reports with customer to understand changes in product usage
- Communicate the progress of monthly/quarterly initiatives with internal and external stakeholders
- Collaborate with sales team to identify and grow opportunities
- Work with onboarding team with ongoing training opportunities
- Participate in review of pre-release software and update customers on new product features and workflows
- Document and escalate product issues to senior leadership and product management team
- Respond to customer inquiries in timely manner
- Document customer interactions properly within the CRM as a matter of record
- Assist with integration of tool in the client's system
- Follow up with client on any technical issues that have been managed by other departments and escalate if necessary
- Other duties as assigned
