DealerOn · 17 hours ago
Customer Success Manager II
United States
Full-time
Remote
Entry, Mid Level
$45K/yr - $65K/yr
2+ years exp
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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
Qualification
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Required
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
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
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
Company
DealerOn
Car dealers using DealerOn’s websites and marketing services generate more leads and sell more cars than ever before.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
NexPhase Capital
2020-01-06Private Equity
Leadership Team
Ali Amirrezvani
Co-Founder, Owner, President & CEO
Bill Wittenmyer
Chief Sales Officer
Recent News
2024-05-29
Company data provided by crunchbase
