DealerOn is hiring a
Customer Success Manager II, Remote - Worldwide

Summary

The Customer Success Manager II (CSM II) is a remote, mid-level position on the Customer Support Team of an online marketing company providing website services to automotive dealerships. The CSM II's main responsibility is to build, maintain, and grow customer relationships by being their website performance specialist.

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

Preferred Qualifications

• Call or Contact center experience
• Knowledge of SEO, SEM, JIRA, CRM (Customer Relationship Management), and Salesforce
• 2+ years of DealerOn Experience

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