Remote Customer Success Manager II

Summary

Join our team as a Customer Success Manager II and build, maintain, and grow customer relationships by being their website performance specialist. This is a remote, mid-level position with a salary range of $45,200 - $84,200.

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

Responsibilities

• 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
• 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

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