Customer Success Manager II

Lead Science; United States; On-site; USD 56,250 - 68,750; Full time

Benefits offered by this job

Medical, dental and vision insurance

Company matched 401K plan

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

Job summary

Lead Science is seeking a Customer Success Manager II (CSM II) to enhance customer relationships in a remote capacity. The CSM II will manage multiple accounts, provide performance optimization strategies, and utilize their expertise to address customer needs effectively.

Ideal candidates will possess a Bachelor's degree, Google Analytics certification, and at least 2 years of relevant experience. The position offers a targeted salary of $62,500 and a range of employee benefits including medical insurance and 401K matching.

Qualifications

• 2+ years of account management and/or dealership experience.
• Dependable and proactive in solving customer issues.
• Strong ability to work in a fast-paced, changing environment.

Responsibilities

• Manage customer accounts and provide reports on performance.
• Troubleshoot website issues to meet response levels.
• Work with cross-functional teams to communicate customer needs.

Skills

Account management

Customer service

Analytical skills

Cross-functional teamwork

Problem-solving

Education

Bachelor’s degree or equivalent experience

Tools

Google Analytics

Salesforce Service Cloud

MS Office Suite

Job description

Job Description

The Customer Success Manager II (CSM II) is an enthusiastic, organized and customer-focused individual on the Customer Support Team. The CSM’s overall responsibility is to build, maintain and grow our customer relationships by being their website performance specialist. The CSM II will use their OEM, product, and industry knowledge to address proactive and reactive customer requests and issues. The CSM II is expected to be a hard-working team member with goals to improve overall customer retention, and support experience we provide our customers. This is a remote, mid-level position.

Essential Functions

• Manage customer accounts across multiple OEMs
• Provide monthly product review (MPR) reporting and optimization recommendations to improve all aspects of the customers’ websites, utilizing the Specific OEM (i.e., FORD/Lincoln) MPR Deck to ensure all Service level agreements (SLA) are met
• Work with customers to analyze and review their digital performance in detail
• Complete website edits, and troubleshoot various issues or concerns to ensure that response and resolution service levels are met
• Ensure strategy and customer’s KPIs (key performance indicators) are communicated, understood, and implemented by cross-functional teams
• Understand the customers’ business goals to anticipate future needs
• Prioritize, triage, and communicate resolution on escalated customer issues and requests
• 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
• Work alongside support roles to assist with case management and ensure that response and resolution service agreement levels are met
• Complete various tasks assigned by leadership such as OEM project asks
• Assist in updating and creating knowledge base articles for the team on a consistent basis

Required Skills/Experience

• Bachelor’s degree or equivalent experience
• Google Analytics Certified
• 2+ years of account management and/or dealership experience
• 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
• Ability to work various shifts including evenings and weekends

Preferred Skills/Experience

• Demonstrated experience driving increased customer satisfaction and loyalty, measured through customer retention and client satisfaction scores.
• Experience coordinating online marketing strategy with other key business partners internally and externally
• Knowledge of SEO, SEM, JIRA, CRM (Customer Relationship Management), and Salesforce
• 2+ years of automotive experience

Targeted salary for this position is $62,500.

This position is open to US residents only.

Perks and Benefits

• Medical, dental and vision insurance
• Company matched 401K plan
• 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

DealerOn 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 ). A successful candidate must pass a background check as a condition of joining the team.