Customer Success Manager II

DealerOn•Rockville, MD

2d•Remote

About The Position

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.

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

Nice To Haves

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

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