LeadVenture™

Account Manager

• Develop professional relationships with clients and guide them in increasing their dealership's online presence
• Maintain customer relationships and build value while promoting additional marketing and website services
• Manage assigned accounts focusing on revenue growth and providing exceptional customer service
• Assess and monitor services to ensure overall quality standards and success
• Handle incoming customer comments and provide solutions, follow up for resolution
• Keep records of customer interactions and process customer accounts
• Identify retention risks and work proactively to eliminate them
• Participate in educational opportunities to stay updated

Account Manager, Customer Success

Solutions Engineer

• Build and maintain strong, long-term relationships with OEM executives and decision-makers
• Partner with sales teams to support RFPs and proposals
• Demonstrate our portfolio of OEM products to prospective OEMs
• Consult with current OEM customers on product adoption and ROI
• Act as the primary liaison between OEMs and internal product teams, ensuring OEM needs are reflected in product roadmaps
• Work directly with product development, engineering, and implementation teams to design, refine, and deliver OEM-specific solutions
• Ensure customer needs are clearly documented and communicated to product teams for inclusion in roadmaps and feature enhancements
• Demonstrate product capabilities and lead solution workshops with OEM stakeholders
• Support successful solution adoption across OEM and dealer networks
• Provide feedback and insights to product management on OEM trends, feature requests, and competitive intelligence
• Help shape product development priorities by articulating the voice of the OEM customer
• Support OEMs in identifying growth opportunities through data-driven insights and best practices

Solutions Consultant, OEM Products

Customer Support

• Collaborate with CS leadership to develop and implement scalable strategies that improve retention and drive customer growth
• Serve as the primary administrator for our CSP (Gainsight CS) and a SME on other key products in the tech stack (Gainsight PX, Qualtrics, Salesforce)
• Optimize the systems to align with business needs
• Develop dashboards to monitor KPIs
• Identify inefficiencies in processes and tools
• Lead initiatives related to digital customer success, account management, risk mitigation, and more
• Partner with teams across Revenue Operations, Finance, Marketing, and Product to optimize customer experience

Customer Experience Operations Manager, Gainsight Admin

Accounts Receivable

• Monitor portfolio of accounts daily and identify outstanding account receivables
• Investigate historical data for debts and bills and take actions to encourage timely payments
• Process payments, credits, and refunds
• Research and respond to customer inquiries regarding billing-related issues
• Reconcile accounts for billing and cash application and resolve customer credit issues
• Contact customers (via phone and email) with overdue balances and collect payment
• Negotiate payment plans within approved guidelines
• Update account status records and keep up-to-date accurate notes on customer records
• Prepare and present reports on collection activities and progress
• Contact customers with declined credit cards and respond to ACH chargebacks within allotted time from the bank
• Answer incoming phone calls and respond to voicemails in a timely manner
• Respond to internal requests and manage email inboxes daily (personal and group email inboxes)
• Help customers navigate through the cancellation process to settle their contract balance
• Review accounts that have filed for bankruptcy
• Work with a 3rd party collections agency and submit delinquent accounts
• Escalate issues which need additional review
• Other projects and tasks as assigned

Accounts Receivable Specialist

Product Manager

• Develop a keen understanding of the market and customer needs
• Identify customer problems and come up with targeted solutions
• Translate requirements into clear epics and user stories
• Communicate product vision to the team and stakeholders
• Develop and test product concepts with dealers
• Build, prioritize, and maintain team backlog for sprint iteration planning
• Actively participate in the development process and bring clarity to the team’s work
• Own product planning and execution of the roadmap
• Collaborate with team stakeholders to triage issues
• Develop tactical plans to support the whole product including installation, support, and measurement of customer ROI
• Define KPIs and leverage the data in future product planning
• Manage release milestones and guide the development process
• Work across organizations to plan and lead successful product launches
• Be an evangelist for your products within LeadVenture and the industry

Senior Product Manager

Customer Retention Specialist

• Responding to cancellation requests by phone and email
• Being available for incoming phone calls and transfers
• This role requires a great deal of time on the phone
• Working with other teams to help customers resolve issues
• Troubleshooting with customers
• Marking customers Cancelled or Saved in our system so they are billed correctly
• Requesting credits/refunds when appropriate
• Renewing contracts when possible
• Reaching out to customers who have left negative reviews to try to retain their business and to change that to a positive review

Retention Specialist

• Provide first level technical support to external customers for LeadVenture software applications, including proprietary software, email and website support.
• Sign into the phone queue and take calls, emails and chat sessions as assigned and respond to customer requests in a timely and accurate manner.
• Manage (triage) incoming requests from both internal and external parties.
• Effectively troubleshoot requests that are unclear or lacking details.
• Facilitate workflow for complex tasks requiring graphical updates and/or advanced development work.
• Initiate, update, track and close tickets through work order system within standard timelines.
• Complete and maintain all required paperwork, records, documents and tech support logs according to established procedures.
• Recognize, document and alert the supervisor of trends in customer calls and issues.
• Recommend process improvements.
• Perform additional responsibilities as assigned.

Technical Website Support Specialist

• Position at InteractRV Account Manager focuses on client retention and marketing solutions for RV dealers
• Acts as the primary point of contact between IRV and clients, delivering consultative marketing assessments and solutions via phone, email, and web meetings
• Oversees campaign effectiveness, coordinates with internal teams to ensure deliverables on deadline and revenue targets
• Requires minimum 3 years of experience in digital advertising, consultative/account management and/or client retention (required)
• RV marketing/retail experience advantageous
• Remote, work-from-home role with no travel required
• Onboarding includes becoming SME on company products within 90 days; remote collaboration with cross-functional teams
• Job includes opportunities to support new projects and services as the company grows

Implementation Specialist

• Communicate with customers during the design and build of their website and make sure they stay on track to reach their goal go-live date
• Serve as a liaison between the Implementation Specialist team and other teams within the Website Development department
• Explain and educate the customer on website standards and best practices
• Manage several customer projects at any given time and serve as a point of contact for your customers throughout the development of their website
• Develop specifications for the overall design and content of the customer’s website based on the needs of the specific business and communicate that information to the development team
• Coordinate with the development team to deliver a quality product to the customer
• Perform small updates to customer websites. Send larger updates to our Builders and Graphic Designers for completion.
• Work with your customers to assist with getting their site live on their chosen domain. This will include purchasing and transferring domains as well as editing DNS record.