Automotive Website Performance Specialist
1 week ago
At DealerOn, Inc., we are a leading online marketing company providing innovative solutions to automotive dealerships across North and South America. We pride ourselves on our cutting-edge products that streamline the car buying process and provide an exceptional experience for both shoppers and dealers.
Compensation Package
Competitive salary range: $45,200 - $64,700, depending on experience and qualifications.
Job Description
The Customer Success Manager II is a crucial role in our Customer Support Team, responsible for building, maintaining, and growing customer relationships by being their website performance specialist. This mid-level position requires a hard-working team member with a focus on improving overall customer retention and support experience. The ideal candidate will possess excellent communication skills, be organized, and have a customer-focused mindset.
Essential Functions:
1. Manage multiple customer accounts, including Ford, Lincoln, GM, and other groups, ensuring timely resolution of issues and proactive customer engagement.
2. Provide monthly product review (MPR) reporting and optimization recommendations to improve all aspects of customers' websites, utilizing OEM-specific MPR Decks to meet Service Level Agreements (SLAs).
3. Collaborate with customers to analyze and review digital performance in detail, identifying areas for improvement and implementing strategies to enhance results.
4. Complete website edits and troubleshoot various issues or concerns to ensure response and resolution service levels are met, prioritizing tasks and managing multiple projects simultaneously.
5. Ensure strategy and customers' Key Performance Indicators (KPIs) are communicated, understood, and implemented by cross-functional teams, anticipating future needs and working closely with business leads to drive customer retention and identify growth opportunities.
6. Prioritize, triage, and communicate resolution on escalated customer issues and requests, managing multiple accounts and tracking project status while updating stakeholders accordingly.
7. Assist business leads in driving customer retention and identifying business growth opportunities, working alongside support roles to assist with case management and ensure response and resolution service agreement levels are met.
8. Complete various tasks assigned by leadership, such as OEM project asks, and assist in updating and creating knowledge base articles for the team on a consistent basis.
Required Skills and Qualifications:
1. Bachelor's degree or equivalent experience;
2. Google Analytics Certified;
3. 2+ years of customer support or account management experience;
4. 1+ year of previous DealerOn experience, working in a customer-facing role;
5. Dependable, follows instructions, and takes initiative to solve problems;
6. Strong ability to work with cross-functional teams in a complex, always-changing environment;
7. Ability to react quickly and multitask to meet changing department priorities;
8. Ability to de-escalate customer concerns and provide the best resolution for both the customer and DealerOn;
9. Proficient knowledge of MS Office Suite (Word, Excel, Outlook) and Salesforce Service Cloud;
10. Ability to think critically and contribute to improving team processes;
11. Capable of working effectively as part of a team but also taking independent initiative;
12. Ability to work various shifts, including evenings and weekends.
Benefits
We offer a comprehensive benefits package, including medical, dental, and vision insurance; a company-matched 401(k) 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; and optional healthcare/dependent care FSA account.
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