Customer Success Manager II

DealerOn, Inc. • Rockville, MD • 2h ago

Job Description:

The Customer Success Manager II (CSM II) is an enthusiastic, organized and customer-focused individual on the Customer Support Team. The CSM's overall responsibility is to build, maintain and grow our customer relationships by being their website performance specialist. The CSM II will use their OEM, product, and industry knowledge to address proactive and reactive customer requests and issues . The CSM II is expected to be a hard-working team member with goals to improve overall customer retention, and support experience we provide our customers. This is a remote, mid-level position.

Essential Functions:

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

Required Skills/Experience:

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

Preferred Skills/Experience:

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

LI-Remote

The targeted salary range for this position is $45,200 - $64,700.

The posted salary range for this position may be adjusted based on job-related factors permitted by law, such as experience and training; internal pay equity; licensure and certifications; market factors; departmental budgets; and responsibility. Our Talent Acquisition Team will be happy to answer any questions.

This position is open to US residents only.

About Us:

We are an online marketing company providing website and agency services to automotive dealerships across North and South America. We are known for our cutting-edge products that streamline the car buying process and provide an experience both shoppers and dealers love. Our business model is working: we were recognized on the Inc. 5000 list of fastest growing companies six years in a row, expanding to over 30 manufacturer relationship, and over 5,000 dealer partners. We are proud of what our company has done, and it's all due to the talented and diverse team we've been lucky enough to assemble.

Perks and Benefits:

Aside from the awesome people you will get to interact with on a daily basis, we offer a number of benefits, including:

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

DealerOn is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We also participate in E-Verify (for more information, click here: E-Verify Participation and Right to Work). A successful candidate must pass a background check as a condition of joining the team.

Similar Jobs

Project Manager - General Building

Baker Construction • Arlington, VA • 21min ago

Management & Administrative

Project Manager - General Building Company Name: Baker Concrete Construction, Inc Location: Arlington, VA, US, 22201 Req ID : 7173 Travel: Up to 25% Number of Openings: 2 Achieve more in your career with the nation's lea...

21min ago

Go to Apply

Project Manager - Mission Critical

Baker Construction • Ashburn, VA • 22min ago

Management & Administrative

Project Manager - Mission Critical Company Name: Baker Concrete Construction, Inc Location: Ashburn, VA, US, 20147 Req ID : 7168 Travel: Up to 25% Number of Openings: 1 Achieve more in your career with the nation's leadi...

22min ago

Go to Apply

Information Sharing and Safeguarding Officer

Office of the Director of National Intelligence • Mclean, VA • 1h ago

Management & Administrative

Summary The Office of the Director of National Intelligence (ODNI) Chief Operating Officer (COO) administers the Director of National Intelligence (DNI's) vision and direction to the ODNI enterprise. This includes synchr...

1h ago

Go to Apply

ServiceNow Developer Principal

General Dynamics Information Technology • Fairfax, VA • 1h ago

Management & Administrative

Req ID: RQ213396 Type of Requisition: Regular Clearance Level Must Be Able to Obtain: Secret Public Trust/Other Required: None Job Family: Software Engineering Skills: Design,Software Development,Software Projects Certif...

1h ago

Go to Apply

ServiceNow Developer Senior

General Dynamics Information Technology • Fairfax, VA • 1h ago

Management & Administrative

Req ID: RQ213397 Type of Requisition: Regular Clearance Level Must Be Able to Obtain: Secret Public Trust/Other Required: None Job Family: Software Engineering Skills: Design,Software Projects,Software Systems Certificat...

1h ago

Go to Apply

Senior IT Project Manager (Remote)

CareFirst • Reston, VA • 1h ago

Management & Administrative

Resp & Qualifications PURPOSE: Senior IT Project Manager, leads, plans, executes, monitors, controls and closes projects for the Enterprise Project Management Office (EPMO). This role oversees and directs complex $5M...

1h ago

Go to Apply

Senior Manager, Manufacturing Engineering

ThermoFisher Scientific • Rockville, MD • 1h ago

Management & Administrative

Work Schedule Standard (Mon-Fri) Environmental Conditions Adherence to all Good Manufacturing Practices (GMP) Safety Standards, Cleanroom: no hair products, jewelry, makeup, nail polish, perfume, exposed piercings, facia...

1h ago

Go to Apply

Customer Service Associate - Temporary

Walgreens • Fairfax, VA • 1h ago

Management & Administrative

Job Description: Models and delivers a distinctive and delightful customer experience. Registers sales on assigned cash register, provides customers with courteous, fair, friendly, and efficient checkout service. Custome...

1h ago

Go to Apply

Entry Level Manager

Wegmans • Washington, DC • 1h ago

Management & Administrative

Schedule: Full time Availability: Morning, Afternoon, Evening (Includes Weekends). Age Requirement: Must be 18 years or older Location: Washington, DC Address: 41 Ridge Sq. NW Pay: $25.50 - $26.50 / hour Job Posting: 01/...

1h ago

Go to Apply

Technical Lead - Senior Manager

PwC • Washington, DC • 1h ago

Management & Administrative

Specialty/Competency: Software Engineering Industry/Sector: Not Applicable Time Type: Full time Travel Requirements: Up to 40% At PwC, our people in software and product innovation focus on developing cutting-edge softwa...

1h ago

Go to Apply

Subscribe to get new jobs sent directly to you
(no charge, cancel anytime)

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.