Customer Success Manager II

April 30

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DealerOn

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car • dealer • website • marketing • online

201 - 500

Description

• 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

Requirements

• 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

Benefits

• 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