Customer Success Manager II

Job Description

Job Description:

The Customer Success Manager II (CSM II) is an enthusiastic, organized and customer-focused individual on the Customer Support Team. The CSM’s overall responsibility is to build, maintain and grow our customer relationships by being their website performance specialist. The CSM II will use their OEM, product, and industry knowledge to address proactive and reactive customer requests and issues. The CSM II is expected to be a hard-working team member with goals to improve overall customer retention, and support experience we provide our customers. This is a remote, mid-level position.

Essential Functions:

Manage customer accounts that compile of Ford, Lincoln, GM, groups, etc.

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

Required Skills/Experience:

Bachelor’s degree or equivalent experience

Google Analytics Certified

2+ years of customer support or account management experience

1+ years of previous DealerOn experience, working in a customer-facing role

Dependable, follows instructions and takes initiative to solve problems

Strong ability to work with cross-functional teams in a complex, always changing environment

Ability to react quickly and multi-task to meet changing department priorities

Ability to de-escalate customer concerns and provide the best resolution for both the customer and DealerOn

Proficient knowledge of MS Office Suite (Word, Excel, Outlook) and Salesforce Service Cloud

Ability to think critically and contribute to improving team processes

Capable of working effectively as part of a team, but also taking independent initiative

Ability to work various shifts including evenings and weekends

Preferred Skills/Experience:

Call or Contact center experience

Knowledge of SEO, SEM, JIRA, CRM (Customer Relationship Management), and Salesforce

2+ years of DealerOn Experience

#LI-Remote

The salary range for this position is $45,200 - $84,200.

The maximum range shown represents your earning potential with DealerOn for the life time of the role.

The posted salary range for this position may be adjusted based on job-related factors permitted by law, such as experience and training; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility. Our Talent Acquisition Team will be happy to answer any questions.

This is a remote position and is available in various US locations; however, it is not open to residents of…

Alabama (AL), Alaska (AK), Arkansas (AR), California (CA), Colorado (CO), Connecticut (CT), Delaware (DE), Hawaii (HI), Idaho (ID), Indiana (IN), Iowa (IA), Kansas (KS), Kentucky (KY), Louisiana (LA), Maine (ME), Massachusetts (MA), Mississippi (MS), Missouri (MO), Montana (MT), Nebraska (NE), New Hampshire (NH), New Jersey (NJ), New Mexico (NM), New York (NY), North Dakota (ND), Oklahoma (OK), Rhode Island (RI), South Dakota (SD), Vermont (VT), Washington (WA), Wisconsin (WI), and Wyoming (WY).

About Us:

We are an online marketing company providing website and agency services to automotive dealerships across North and South America. We are known for our cutting-edge products that streamline the car buying process and provide an experience both shoppers and dealers love. Our business model is working: we were recognized on the Inc. 5000 list of fastest growing companies six years in a row, expanding to over 30 manufacturer relationship, and over 5,000 dealer partners. We are proud of what our company has done, and it’s all due to the talented and diverse team we’ve been lucky enough to assemble.

Perks and Benefits:

Aside from the awesome people you will get to interact with on a daily basis, we offer a number of benefits, including:

Medical, dental and vision insurance

Company matched 401K plan

Flexible PTO + Sick Leave

4 weeks paid Parental Leave

8 Paid National Holidays

State of the art technology

Company-paid basic Life Insurance

Voluntary supplemental Life Insurance

Voluntary long-term/short-term disability insurance

Voluntary Pet Insurance

Optional Healthcare/Dependent Care FSA Account

DealerOn is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We also participate in E-Verify (for more information, click here: E-verify Participation and Right to Work).

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