Strategic Account Manager

About the Role

We're looking for a Strategic Account Manager to manage a high-volume portfolio of smaller accounts within our FordDirect and Lithia programs in the Northeast territory (NY/NJ). This is a hybrid Sales + Customer Success role focused on driving retention, increasing product adoption, and uncovering expansion opportunities primarily through remote engagement.

You'll work closely with dealership partners, helping them get the most out of Impel while ensuring consistent performance across your book of business.

Key Responsibilities

Manage a High-Volume Book of Business

• Own a portfolio of FordDirect and Lithia accounts with a focus on retention and growth
• Drive retention across your book of business
• Prioritize and manage outreach across a large number of accounts

Drive Adoption & Customer Success

• Ensure clients are fully utilizing Impel's platform and features
• Conduct onboarding, training, and ongoing check-ins (primarily virtual)
• Proactively identify risks and address performance gaps

Sales & Expansion Focus

• Identify upsell and cross-sell opportunities within existing accounts
• Partner with Sales when needed to close expansion opportunities
• Contribute to customer references and success stories

Execute High-Activity Outreach

• Maintain strong daily activity (calls, emails, virtual meetings)
• Run efficient, value-driven customer interactions at scale
• Balance reactive support with proactive account engagement

Cross-Functional Collaboration

• Partner with internal teams to support client needs and escalations
• Share customer insights to inform product and marketing initiatives

Operational Excellence

• Track all activity and account health in Salesforce
• Stay organized and effectively manage a fast-paced, high-volume workload

Required Qualifications

• 3 or more years of experience in customer success, account management, or inside sales
• Comfortable managing a high-volume book of business
• Proven ability to retain and grow smaller accounts at scale
• Strong communication skills (phone, email, virtual meetings)
• Ability to operate in a hybrid Sales + CS role
• Highly organized with strong time management and prioritization skills
• Comfortable working in a metrics-driven, high-activity environment

Preferred Qualifications

• Experience in automotive, FordDirect, Lithia, digital marketing, or SaaS
• Familiarity with Salesforce and Google Analytics

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 for change