• Manage customer accounts across multiple OEMs • Provide monthly product review (MPR) reporting and optimization recommendations to improve all aspects of the customers’ websites, utilizing the Specific OEM (i.e., FORD/Lincoln) MPR Deck to ensure all Service level agreements (SLA) are met • Work with customers to analyze and review their digital performance in detail • Complete website edits, and troubleshoot various issues or concerns to ensure that response and resolution service levels are met • Ensure strategy and customer’s KPIs (key performance indicators) are communicated, understood, and implemented by cross-functional teams • Understand the customers’ business goals to anticipate future needs • Prioritize, triage, and communicate resolution on escalated customer issues and requests • Manage multiple accounts simultaneously, tracking the status of each project, and updating all stakeholders • Assist business leads in driving customer retention and identifying business growth opportunities • Work alongside support roles to assist with case management and ensure that response and resolution service agreement levels are met • Complete various tasks assigned by leadership such as OEM project asks • Assist in updating and creating knowledge base articles for the team on a consistent basis