Customer Success Manager II

Customer Success Manager II

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

Preferred Skills / Experience

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 :

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.