DealerOn is hiring a
Director of Enterprise Support

Summary

The job is for a Director of Enterprise Support at an online marketing company specializing in automotive digital marketing. The role involves leading the Enterprise support team, developing strategies for key customer accounts, and driving operational efficiencies. The candidate should have a Bachelor's Degree, 10+ years of experience in leadership, knowledge of the automotive digital marketing industry, and proficiency in Microsoft Office, Salesforce, Jira, and other business applications.

Requirements

• Bachelor’s Degree in computer science, marketing, project management, business administration, or equivalent program
• Demonstrated success and 10+ years of experience in leadership ideally specific to client relations and / or account management
• Knowledge of the automotive digital marketing industry
• Demonstrated success in managing and growing a $10M+ book of business recurring revenue stream in digital marketing
• Minimum 5-year record of accomplishment in meeting or exceeding metrics/quotas/KPI’s and receiving positive customer feedback in a technical environment
• Proven ability to drive strategic clarity; develop and communicate a clear and compelling vision that inspires the team to think and operate ‘outside the job description’ without getting overwhelmed
• Previous experience in a position within a top tier Support organization for Premier and Priority clients
• Excellent problem-solving skills with a client-service mindset that balances the needs of the company and customers
• Excellent communication skills and the ability to present complex technical issues clearly and concisely to a general audience
• Ability to maintain a high degree of professionalism, able to interface with all levels of the company while preserving confidentiality in all sensitive matters
• Possesses a proactive approach to accomplishing work, high attention to detail and accuracy, has consistent follow up, and strong organizational skills
• Demonstrated success in managing the day to day as well as the strategic planning needs of digitally marketing enterprise accounts, including account management, customer service skills, and technical aptitude while working in an innovative and challenging environment
• Proficient in Microsoft Office, Salesforce, Jira, and other business applications

Responsibilities

• Lead, manage, and mentor the Enterprise support team
• Develop and lead a team culture of passionate commitment to amazing success of our most important dealer clients with our products and service
• Unlock the value from our premier accounts by creating a ‘thirst for more’ through execution, passion, insight, and commitment by the Enterprise team for the Enterprise customer
• Ensure that strategies are consistently and constantly executed that cement a deep and positive relationship with our key customer accounts while protecting and maximizing support revenue
• Drive a culture of accountability that results in a peerless support experience and exceptional client satisfaction
• Establish and maintain strong working relationships within the Enterprise group’s executive and senior leadership teams
• Develop and execute strategic plans to achieve customer retention targets and expand our managed products within the Enterprise customer base
• Act as the top escalation point within Enterprise Support for dealer group and OEM relationship mediations
• Establish strong working relationships with other teams and cross-functional departments to identify opportunities to improve customer experience and drive business results
• Collaborate with the Product team, bringing unique insights on real-world customer needs to shape Product roadmap and DealerOn’s ability to further cultivate the premier account base
• Build a high-performing team, drive operational best practices; and provide a world-class customer experience for our enterprise customers
• Develop, coach, and manage a team of Enterprise Team Managers to allow for continuous improvement and growth
• Provide employees with coaching, feedback, and developmental opportunities including leadership development to enhance their skills, motivation, and performance
• Holds team leadership accountable to the departmental performance metrics to assist with continuous improvement

Preferred Qualifications

• Account management experience in an automotive focused ad agency
• Familiarity with web design and supporting technologies such as HTML, CSS, and Bootstrap
• Direct Dealership 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