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