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Customer Success Manager II

2 months ago

Derwood, Maryland, United States DealerOn, Inc. Full time
Job Description

About the Role

DealerOn, Inc. is seeking a highly skilled and customer-focused Customer Success Manager II to join our team. As a key member of our Customer Support Team, you will be responsible for building and maintaining strong relationships with our customers, providing exceptional support and guidance to ensure their success with our products and services.

Key Responsibilities

  • Customer Account Management
    • Manage a portfolio of customer accounts, providing proactive and reactive support to ensure their website performance and digital marketing goals are met.
  • Product Review and Optimization
    • Conduct monthly product reviews (MPRs) to analyze and optimize customers' websites, identifying areas for improvement and providing actionable recommendations.
  • Communication and Collaboration
    • Work closely with customers to understand their business goals and objectives, providing strategic guidance and support to ensure their success.
    • Collaborate with cross-functional teams to ensure seamless communication and execution of customer projects.
  • Problem-Solving and Escalation
    • Identify and resolve customer issues and concerns in a timely and professional manner, escalating complex issues to senior leadership as needed.
  • Knowledge Management
    • Develop and maintain knowledge base articles to support the team and customers, ensuring consistent and accurate information is available.

Requirements

  • Education and Certifications
    • Bachelor's degree or equivalent experience.
    • Google Analytics Certified.
  • Experience and Skills
    • 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.

Preferred Qualifications

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

About Us

DealerOn, Inc. is a leading 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 exceptional experience for both shoppers and dealers. 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 relationships, and over 5,000 dealer partners.

Perks and 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.

Equal Opportunity Employer

DealerOn, Inc. 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).