Manager - Customer Success
December 4
Description
• The Manager of Customer Success will be a high-energy, strategic and coaching-focused leader, responsible for the growth and development of their team. • The Manager will create, develop, and support a collaborative and results driven team culture and environment that allows individuals to thrive and customers to realize the value of Dealer Spike. • The Manager will also build strong cross-functional relationships within the broader Dealer Spike organization to ensure the success of customers. • Provide daily direction and communication to leadership team and employees. • Oversee daily operations, including scheduling, performance, and escalations. • Appropriately distribute workload and oversee larger team member projects. • Evaluate and improve the efficiency of processes to maximize speed and quality. • Develop and deploy strategies to maintain a high level of retention. • Create and maintain talking points focused on bringing value to each dealer interaction. • Manage training plan for onboarding new hires and ongoing professional development. • Provide effective performance feedback for employees on a regular basis, including 1:1s, reviews, rewards, and disciplinary action. • Step in as final escalation point in order to resolve client issues and escalations. • Manage the preparation and maintenance of weekly reporting. • Manage staffing needs to ensure appropriate coverage. • Ensure employees are meeting KPIs and the department is achieving quarterly goals.
Requirements
• 5 years in a customer service & client handling position • 2+ years managing a successful Customer Success or Account Management team • Strong interpersonal skills • Familiarity with Customer Success industry standards and practices • Proven customer service & client handling expertise • Excellent written and verbal communication • Proficient with business software such as CRMs, ticketing systems, and MS Office applications • Results-oriented and motivated individual • Experience managing or providing support services in a SaaS environment • Knowledge of digital marketing and website analytics • Superior organizational and time-management skills • Bachelor's degree preferred
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