The Inside Performance Manager serves as the primary point of contact for smaller, supporting customer engagement and retention through responsive service and insights. In this role, you will address inquiries and provide AI-driven solutions 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.
- 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.
Skills Required
- Basic knowledge of AI applications in customer lifecycle management and the automotive industry
- Ability to explain complex AI concepts and benefits to clients in clear, accessible language
- Strong communication and organizational skills
- Exceptional time management and ability to handle multiple projects simultaneously
- Positive, customer-first attitude and problem-solving orientation
- Ability to collaborate across departments with AI specialists and data scientists
- Maintains confidentiality and commitment to diversity, equity, and inclusion
- Ability to travel up to 10%
- Bachelor's degree or equivalent experience
- 1-2 years in an account management or call center support role
- Proficiency in Google Suite and Microsoft Office Suite
- Experience in customer service or account support, ideally within tech or automotive
What We Do
Impel (formerly SpinCar) offers automotive dealers, wholesalers, OEMs and third-party marketplaces the industry’s most advanced digital engagement platform. The company’s end-to-end omnichannel solution leverages proprietary shopper behavioral data and AI technology to deliver hyper-personalized experiences at every touchpoint across the entire customer journey. Impel’s communication, merchandising, marketing and imaging applications work seamlessly with all major website, CRM and DMS platforms. To date, the company has delivered more than 2 billion shopper interactions across 51 countries.
