Customer Success Manager II

Remote

Full Time

CSM

Mid Level

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 that compile of Ford, Lincoln, GM, groups, etc.
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 customer support or account management experience
1+ years of previous DealerOn experience, working in a customer-facing role
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:

Call or Contact center experience
Knowledge of SEO, SEM, JIRA, CRM (Customer Relationship Management), and Salesforce
2+ years of DealerOn Experience

#LI-Remote

The salary range for this position is $45,200 - $84,200.

The maximum range shown represents your earning potential with DealerOn for the life time of the role.

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

This position is available in various US locations; however, it is not open to residents of…

Alabama (AL), Alaska (AK), Arkansas (AR), California (CA), Colorado (CO), Connecticut (CT), Delaware (DE), Hawaii (HI), Idaho (ID), Indiana (IN), Iowa (IA), Kansas (KS), Kentucky (KY), Louisiana (LA), Maine (ME), Massachusetts (MA), Mississippi (MS), Missouri (MO), Montana (MT), Nebraska (NE), New Hampshire (NH), New Jersey (NJ), New Mexico (NM), New York (NY), North Dakota (ND), Oklahoma (OK), Rhode Island (RI), South Dakota (SD), Vermont (VT), Wisconsin (WI), and Wyoming (WY).

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).

Apply for this position

Required*

Apply with Indeed

First Name*

Last Name*

Email Address*

Phone*

Address*

Resume*

We've received your resume. Click here to update it.

Attach resume or Paste resume

Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

Cover Letter

LinkedIn Profile URL:

Can you work evenings?*

Have you ever been employed by DealerOn before?* YesNo

If YES, please provide the dates of employment:

Present or most recent employer and reason for leaving:*

In what state do you currently reside?*

What is your citizenship / employment eligibility?*

Will you require future sponsorship?*

Are you 18 years of age or older?*

Desired Salary Range:*

Earliest Start Date:*

How did you hear about the job opening?*

If you chose DealerOn Employee Referral, please provide the name.

If you chose other, please specify.

Website, Blog, or Portfolio:

Tell us a fun fact about yourself or something that makes you unique!

What is your personal pronoun?

All applicants are considered for all positions without regard to race, religion, color, sex, gender identity, sexual orientation, pregnancy, age, national origin, ancestry, physical/mental disability, medical condition, military/veteran status, genetic information, marital status, ethnicity, citizenship or immigration status or any other protected classification, in accordance with applicable federal, state, and local laws. By completing this application, you are seeking to join a team of hardworking professionals dedicated to consistently delivering outstanding service to our customers and contributing to the financial success of the organization, its clients, and its employees. Equal access to programs, services, and employment is available to all qualified persons. Those applicants requiring reasonable accommodations to complete the application and/or interview process should contact the Recruiting team: [email protected].

Applicant's Statement

I attest with my signature below that I have provided true and complete information on this application, which includes my resume. I authorize investigation of all statements contained in this application for employment as may be necessary in arriving at an employment decision. This application for employment will be considered active for up to 60 days. I understand that neither this document nor any offer of employment from the employer constitute an employment contract unless a specific document to that effect is signed by the employer and employee in writing. If hired, I understand that false or misleading information given in my application or interview(s) may result in loss of employment. I understand that I am required to abide by all rules and regulations of the employer. I understand, also, that outside employment that interferes with my job performance during the core working hours of my role at DealerOn is not permitted.

Please print your name as a signature:*

The following questions are entirely optional.

To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.

Gender

Race/Ethnicity

Human Check*

Submit Application