Customer Success Manager II

April 30, 2024

Apply Now

Receive Emails with Similar Jobs

DealerOn

WebsiteLinkedInAll Job Openings

DealerOn is a company that specializes in providing high-converting websites, SEO, and digital advertising solutions specifically tailored for the automotive industry. They offer mobile-friendly dealership websites designed to transform visitors into loyal customers, highly targeted digital advertising campaigns, and localized SEO strategies to ensure their clients' dominance on search engines. DealerOn aims to enhance the car buying experience through seamless digital retailing options, offering features such as lease and finance payments along with instant approvals. Their solutions are designed to increase efficiency, generate leads, and boost sales for dealerships, both independent and part of large enterprise groups. With an extensive suite of tools and a data-driven approach, DealerOn strives to help dealerships sell more cars profitably while maintaining compliance with privacy and accessibility laws. Known for their award-winning support and customer satisfaction, DealerOn is dedicated to offering cutting-edge marketing solutions to automotive dealerships across the Americas.

car • dealer • website • marketing • online

201 - 500 employees

Founded 2004

🤝 B2B

🛍️ eCommerce

📋 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