Customer Success Manager

7 hours ago

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car • dealer • website • marketing • online

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Description

• The Customer Success Manager I (CSM I) is a fast learner, organized and customer-focused individual on the Customer Support Team. • The CSM’s overall responsibility is to build, maintain and grow our customer relationships and overall customer loyalty. • The CSM I will use their communication skills, best practices, and industry knowledge to address proactive and reactive customer requests and issues. • The CSM I is expected to be a hard-working team member with goals to improve the overall support experience we provide our customers. • 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 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. • 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 levels are met. • Complete various tasks assigned by leadership such as OEM project asks. • Assist in updating knowledge base articles for the team on a consistent basis.

Requirements

• High School Diploma or equivalent experience • 1+ year of customer support or account management experience • 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 • Basic knowledge of MS Office Suite (Word, Excel, Outlook) and CRM experience • 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 • 6 weeks paid Parental Leave • 8 Paid National Holidays • 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