Customer Success Manager II

Summary

Join DealerOn as a Customer Success Manager II (CSM II) and become a vital part of our Customer Support Team. This remote, mid-level position focuses on building and growing customer relationships by acting as their website performance specialist. You will leverage your OEM, product, and industry knowledge to handle customer requests and issues, contributing to improved customer retention and support experience. The role involves managing multiple customer accounts, providing monthly performance reports, and collaborating with cross-functional teams. You will analyze digital performance, troubleshoot website issues, and ensure that service level agreements are met. This position requires a bachelor's degree or equivalent experience, Google Analytics certification, and 2+ years of account management or dealership experience.

Requirements

• Bachelor’s degree or equivalent experience
• Google Analytics Certified
• 2+ years of account management and/or dealership 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
• 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 across multiple OEMs
• 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

Preferred Qualifications

• Demonstrated experience driving increased customer satisfaction and loyalty, measured through customer retention and client satisfaction scores
• Experience coordinating online marketing strategy with other key business partners internally and externally
• Knowledge of SEO, SEM, JIRA, CRM (Customer Relationship Management), and Salesforce
• 2+ years of automotive 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