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DealerOn · 1 day ago

Manager of Customer Success

United States

Full-time

Remote

Mid, Senior Level

$69K/yr - $107K/yr

5+ years exp

DealerOn is an online marketing company providing website and agency services to automotive dealerships across North and South America. The Manager of Customer Success is responsible for cultivating customer relationships, enhancing team growth, and ensuring an outstanding customer experience through effective operational leadership and data-driven process enhancements.

Marketing

No H1B

Responsibilities

Ensure effective communication, understanding, and implementation of strategy and customer KPIs across cross-functional teams, encompassing metrics such as Net Revenue Retention, Monthly Touch Points, Customer Satisfaction, Average Churn Score, SLAs, Quality Assurance, etc

Conduct regular analysis of customer and employee performance and operational efficiency through various BI and CRM tools

Complete annual performance reviews and quarterly goals for team members

Hold team accountable to departmental performance metrics and OKRs to foster continuous improvements

Conduct monthly team business reviews to address customer concerns and issues, providing solutions

Prioritize and enhance resolution of escalated customer issues; act as the escalation point for complex cases

Ensure employee performance aligns with company standards, conducting performance evaluations, and adhering to the progressive discipline process as per company policy

Conduct one-on-one meetings with CSMs to ensure daily tasks are accomplished and provide stakeholders with updates

Supervise daily team operations, including ensuring customer follow ups, reviewing of training codes, reviewing aging cases, responding and monitoring communication in slack rooms and email distributions

Verify that all team members have completed their training requirements

Keep the team updated weekly on all new information pertaining to products, procedures, customer needs, and company-related issues

Manage the interviewing and onboarding processes for new employees within the department

Utilize the Planner Board to track project statuses and provide updates to stakeholders

Qualification

Managerial experienceCustomer service skillsCommunication abilitiesBI tools proficiencySalesforce familiarityTechnical proficiencyHTML knowledgeCSS knowledgeBootstrap knowledgeEnterprise account managementUpselling experience