Customer Success Manager III

Company: Careerbuilder-US
Location: Rockville
Posted on: January 18, 2023

Job Description:

Job DescriptionJob Description:Customer Success Manager III (CSM III) is a tenured, organized and customer-focused individual on the Customer Support Team. The CSM III overall responsibility is to develop, maintain and grow our customer relationships by being their website performance expert. CSM III will use their expert-level OEM, Product, and Industry knowledge to address proactive and reactive customer requests and concerns. CSM III is expected to be a hard-working team member with goals to improve the support experience we provide our customers. This is a remote, Senior-level position. Essential Functions:

• Manage customer accounts that compile of various OEM customers
• Provide monthly product reporting (MPR) and optimization recommendations to improve all aspects of the customers websites, utilizing the FORD/Lincoln MPR Deck to ensure all Service level agreements are met
• Assist with team projects, sharing best practices internally, and aligning all needed stakeholders to an overall strategy
• Mentor and Coach Associate Customer Success Managers (CSM)
• Build, maintain and grow OEM Dealer Performance Management relations via quarterly calls with respective digital performance teams
• Provide high-level technical and product support
• Work with customers to analyze and review their digital performance in detail
• Ensure strategy and customers KPIs (key performance indicators) are communicated, understood, and implemented by cross-functional teams
• Evaluate the customers business goals quarterly to anticipate future needs
• 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
• Complete tasks assigned by leadership such as PPRs, escalations, OEM project asks
• Document and Develop knowledge base articles on an ongoing basisRequired Skills/Experience:
  • Bachelors Degree or equivalent experience
  • Google Analytics Certified
  • 3+ years of customer support or account management experience
  • 2+ 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
  • Identify and pass along DealerOn product referrals to the Sales Organization to increase book of business. This includes opportunities for New Business or existing accounts for Website, SEO, SEM and Ancillary Products.
  • Assist and monitor your tasks assigned by leadership such as PPRs, case management, OEM project asks.
  • 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
    • 3+ years of DealerOn Experience#LI-RemoteAbout 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 4,000 dealer partners. We are proud of what our company has done, and its all due to the talented and diverse team weve 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
      • 4 weeks paid Parental Leave
      • 8 Paid National Holidays
      • State of the art technology
      • Company-paid basic Life Insurance
      • Voluntary supplemental Life Insurance
      • Voluntary long-term/short-term disability insurance
      • Voluntary Pet Insurance
      • Optional Healthcare/Dependent Care FSA AccountDealerOn 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).Powered by JazzHR6cVRRNPYRUby Jobble

Keywords: Careerbuilder-US, Rockville , Customer Success Manager III, Executive , Rockville, Maryland