The Inside Performance Manager serves as the primary point of contact for smaller, non-assigned accounts, supporting customer engagement and retention through responsive service and insights. In this role, you will address inquiries and provide AI-driven solutions for smaller accounts that don’t have a dedicated Performance Manager, helping clients understand and utilize Impel’s AI technologies. This role requires effective communication, adaptability, and a customer-centric approach, along with a solid understanding of AI applications in the automotive industry.

Responsibilities

• Serve as the primary point of contact for a portfolio of accounts as assigned, addressing inquiries with accuracy and urgency. Proactively monitor account performance, identifying trends and growth opportunities.
• Support Customer Success (Performance Management team) initiatives by addressing concerns, identifying opportunities for AI-driven efficiency, and aligning solutions with client goals.
• Expertise in AI-driven efficiency and effectiveness solutions for automotive dealers, OEMs, and marketplaces.
• Ability to explain complex AI concepts and their benefits to clients in clear, accessible language.
• Collaborate across departments and partner with individuals of varying expertise, including AI specialists and data scientists, to drive successful outcomes.
• Establish clear, achievable goals, with a strong determination and commitment to delivering results while being accountable for outcomes.
• Exceptional time management skills with the ability to handle multiple AI-driven projects simultaneously.
• Capable of thriving in a fast-paced environment, efficiently solving problems with quick, creative solutions through the use of AI technologies.
• Positive, customer-first attitude with a focus on AI-enabled solutions.
• Ability to learn quickly and adapt to rapidly evolving AI technologies.
• Maintains a positive, customer-first attitude with a focus on solutions.
• Ability to learn quickly and adapt in a fast-paced environment.
• Obtains strong communication and organizational skills, with an ability to explain AI concepts to diverse audiences.
• Basic knowledge of AI applications in customer lifecycle management and the automotive industry.

Other

• Maintains confidentiality of work-related issues, records, and company information.
• Demonstrates a commitment to Diversity, Equity, and inclusion by treating everyone with respect and dignity, ensuring all voices are heard, and advocating change.

• Bachelor’s degree or equivalent experience in a related field (preferred).
• 1-2 years in an account management or call center support role is preferred.
• Proficiency in Google Suite and Microsoft Office Suite.
• Experience in customer service or account support, ideally within a tech or automotive setting.
• 10% travel