Account Services Manager

The Cobalt Group—a leading provider of online retailing and search engine marketing (SEM) solutions for the automotive industry—seeks qualified applicants for the position of Account Services Team Manager. The Account Services Team Manager manages ProCare Services, Cobalt’s premium customer service team of technical account managers and search engine optimization (SEO) specialists. ProCare Services’ mission is to maximize the effectiveness/profitability of Cobalt clients’ websites through industry-leading product support, proactive website performance analysis and optimization, search engine optimization, a firm understanding of customers’ goals, and the ability to implement strategies to achieve those goals. Cobalt differentiates itself as a technology company with a very high standard for personalized customer service. The Account Services Team Manager role is crucial to this effort. This is an exciting position at the leading edge of account management, search engine marketing, and automotive retailing.

The Account Services Team Manager is responsible for overall team performance as measured by adherence to Cobalt’s customer service policies; the achievement of established team performance metrics and goals; and ProCare Services’ CSI. The Account Services Team Manager must manage daily team processes and activities and provide supervision and professional guidance/development. The Account Services Team Manager promotes ongoing team development by continually evaluating/refining team processes; assisting with recruiting/hiring; and driving both the account management and search engine optimization disciplines within the team. The Account Services Team Manager must conduct, review and respond to customer satisfaction surveys; prepare action plans to address identified issues; prepare status reports for customers and Cobalt management; provide problem evaluation, escalation procedures, and resolution strategies for the team; work with customers as needed; and represent customer needs in the product development lifecycle.

Required Skills



This position requires a candidate with significant supervisory, organizational, time management, communication, and customer service skills. The right candidate has demonstrated success in account management and/or leading an account management team; a strong understanding of proactive account management principles; a firm grasp of Internet and search engine marketing methodologies; experience developing and delivering performance analysis to both internal stakeholders and external customers; and can quickly grasp/explain complex software products.


3-5 years team management experience in customer service/technical troubleshooting.
3-5 years experience providing technical service and support via phone and email.
3 years experience managing a technical customer services team in a corporate environment.
1-2 years account management experience.
Bachelor’s degree from an accredited college or university.
Proficient with Microsoft Windows and Office (Outlook, Excel, Word, etc.).
1-2 years organic search experience (Google, Yahoo, and/or MSN) preferred.
1-2 years experience with consumer Internet marketing preferred. Cobalt – Culture and Benefits
The Cobalt work environment is fast-paced, energized, informal and fun, but with a serious focus on quality, customer service, innovation, and an ongoing commitment to excellence. Benefits include medical, dental, and vision for employee and dependents (including domestic partners), life insurance, paid vacation time, personal days, sick leave and holidays, 401K with match, employee referral bonuses, stock option plan, subsidized parking fees and bus pass, onsite gym, and more.
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