Program Success Manager II

Summary

Join Lead Science, a division of DealerOn, as a Program Success Manager and build, maintain, and grow customer relationships by acting as their industry expert. Prioritize incoming requests, build relationships with partners, and provide superior customer service. Liaise between programs and operations/product teams to identify improvements and feature requests. This remote, mid-level position requires managing multiple customer accounts across various divisions, performing website edits, and prioritizing escalated customer issues. You will work with customers to review digital performance, provide optimization recommendations, and ensure proper back-end training. The role also involves project review and monitoring, assisting in client retention, and contributing to knowledge base articles.

Requirements

• High School Diploma or equivalent
• 3+ years of customer support or account management experience
• Strong ability to work with cross-functional teams in a highly complex, always changing environment
• Previous experience in Salesforce or JIRA
• 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/Lead Science
• Proficient knowledge of MS Office Suite (Word, Excel, Outlook) and Salesforce Service Cloud
• Ability to think critically and contribute to improving team processes

Responsibilities

• Manage customer accounts comprised of multiple divisions: International Markets, Automotive, Home, and Legal
• Be a subject matter expert on DealerOn / Lead Science's products, core systems, and platform functionality
• Perform basic website edits
• Prioritize and improve resolution on escalated customer issues
• Work with customers and partners to review digital performance through group or single store reporting, including providing optimization recommendations to improve all aspects of the customers’ websites
• Ensure customers and partner representatives have proper back-end training on our products and tooling
• Establish and maintain a highly positive relationship with clients, partners, team members, and internal departments
• Review, scope, and monitor projects that align with the assigned area of responsibility
• Assist business leads in driving client retention and identifying business growth opportunities
• 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
• Complete website case requests, 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
• Assist in updating and creating knowledge base articles for the team on a consistent basis

Preferred Qualifications

• Previous experience in Legal or Law Offices
• Knowledge of SEO, SEM, Google Analytics, and Content Management Systems (CMS)
• Bachelor’s Degree or equivalent
• Call or Contact center experience
• Dependable, follows instructions and takes initiative to solve problems
• Experience in project management, digital marketing, and strategic marketing
• Google Analytics Certified
• Ability to work various shifts including evenings and weekends

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