Website Performance Manager

3 weeks ago

Herndon, Virginia, United States Team Velocity Full time
Job Description

As a Website Performance Manager at Team Velocity, you will be responsible for driving the vision and delivery of our website products. You will support and respond to all dealership inquiries quickly, solving most issues instantly. The customer will always feel as though you are there to help them. You will be responsible for product retention, while presenting both revenue and non-revenue generating enhancements. You will assist with portfolio application growth, finding ways to expand the relationship while also monitoring and maintaining customer happiness.

Key Performance Indicators

  • Retention (Retention Rate)
  • Expansion (Revenue per Customer)
  • Engagement (Average Response Rate)
  • Adoption (Utilization)
  • Advocacy (NPS Survey Results)

Roles & Responsibilities

  • Build and maintain relationships with a portfolio of clients and ensure customers' needs are the driving force behind every priority, decision, and activity
  • Responsible for a full and/or complex account load
  • Speak with customers to understand and articulate user problems that Team Velocity is uniquely positioned to solve, while triaging and prioritizing bugs and issues
  • Execute monthly reporting with your customer to ensure a healthy and satisfied relationship
  • Assess, prioritize, and present new feature requests received from your customers to leadership
  • Communicate priorities, timelines and deadlines to the customer demonstrating responsiveness and providing guidance they need, not just what they ask for
  • Leverage Salesforce to create product backlogs, track cases, and monitor team efficiency
  • Work with your Customer Success counterparts to drive portfolio application growth via opportunities for upsell, expansion and upgrades, to ultimately increase the lifetime value (LTV) of your customer
  • Responsible for external client retention by working independently to effectively managing the progress and results of all accounts assigned within their portfolio
  • Collaborate with inter-departmental divisions (digital, creative services, etc.) coordinating priorities and requests needed to support both reactive and proactive support, and to provide streamlined service for the dealer
  • Provide recommendations regarding site performance and enhancements in the form of creative services, third-party advisements, design responsiveness, and more

Qualifications

  • BS/BA in related discipline OR an equivalent combination of education and work experience
  • 2-3 years of progressive and successful experience in retail automotive management OR successful advertising account management experience
  • If retail automotive management experience, then:
    • Demonstrated understanding of dealership operations
    • Proven experience and demonstrated ability to effectively work with all levels within the dealership
    • Demonstrated working knowledge of digital marketing strategy for websites and advertising (SEM, display, SEO, Google Ads, Bing, etc.)
    • Google certifications (Ads, Analytics, Video, Mobile, etc.)
  • Demonstrated written, verbal, and phone communication, and interpersonal skills
  • Demonstrated customer service skills and outstanding relationship management capabilities
  • Highly motivated self-starter capable of working in a team environment
  • Personal qualities and style requirements include possessing high energy, enthusiasm, resilience, determination, proactiveness, relentlessness and being highly driven
  • Demonstrated knowledge in using Salesforce
  • Demonstrated computer knowledge including MS Office – Word, Excel & PowerPoint
  • Demonstrated knowledge of HTML, CSS, website strategy and concepts, website analytics tools, and Google Analytics
  • Solid analytical skills and data-driven thinking
  • Possess the skills and ability to work independently

Compensation

Competitive compensation will be commensurate with experience. Participation in company benefit offerings include medical, dental, vision, 401(k)/matching, paid vacation, wellness, and more.

Next Steps

If you are interested in this position and believe your experience is a perfect fit, please COMPLETE the online application. Please be sure to include a current resume along with your contact information. Incomplete submissions will not be considered. No phone calls please.

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