Customer Success Specialist P2

J.D. Power; Troy (MI); Remote; USD 55,000 - 75,000; Full time

Job summary

A leading company in the automotive industry is seeking a dedicated Customer Success Specialist to join their remote team. The role requires strong customer service skills to manage dealer relationships and drive satisfaction, utilizing tools like Salesforce and Excel for effective account management. Candidates should be communicative, detail-oriented, and capable of resolving complex issues.

Benefits

Flexible schedule

Remote work-from-home option

Qualifications

• Experience in Customer Service and Quality Control.
• Strong verbal and written communication skills.
• Experience with Salesforce required.

Responsibilities

• Research dealer websites and troubleshoot performance issues.
• Maintain dealer accounts and provide client assistance.
• Organize and manage accounts using Salesforce CRM and Excel.

Skills

Customer Service

Communication

Quality Control

Troubleshooting

Tools

Salesforce

Excel

Microsoft Office

Job description

External Title : Customer Success Specialist

Location : Remote

Reports to Title : Director, Customer Success

What You'll Be Doing in This Role :

The Customer Success Specialist will work with a small team to research dealer websites, troubleshoot issues related to website performance, escalate issues to the correct team for resolution, and provide reporting to clients and internal teams. You will communicate with multiple dealers daily, promote and demonstrate the value of the product, and ensure dealer satisfaction. You will serve as the bridge between dealer accounts and technical support. Strong customer service skills and keen attention to detail are essential.

The Impact You Will Have in This Role :

You will follow up on and maintain current dealer accounts, ensuring that their utilized products and services benefit them, and provide assistance when issues arise. You will facilitate solutions, often coordinating with other departments, to resolve problems quickly and improve account retention. Additionally, you will focus on program growth by increasing enrollments and dealer participation. Responsibilities include organizing, tracking, and managing accounts, products, and issues using Excel and Salesforce CRM.

Qualifications of this Role :

• Demonstrable experience in Customer Service, Quality Control / Audits
• Experience in the digital automotive sphere
• A keen eye for visual marketing and advertising
• Strong verbal and written communication skills
• Experience with Salesforce is required
• Proficiency in Excel and basic Microsoft Office programs
• Full-time, flexible schedule, remote work-from-home role

The Team / The Business :

A small group (2-3 people) within a larger Customer Success Team (~15 people)

The Hiring Manager says :

The ideal candidate should be a quick learner, team player, and effective communicator. Although this is a remote role, you should be prepared to work diligently and stay responsive throughout your workday. Comfort in communicating via email with dealers and the ability to navigate and diffuse complex situations are important.

The Way We Work :

• Leader Led
• Remote First
• Foster Flexibility
• Reward Performance
• Time Off Matters

Company Mission :

J.D. Power is committed to using industry-leading data and insights combined with world-class technology to address our clients' toughest challenges and ensure our continued success.

Our Values :

At J.D. Power, we aim to be Truth Finders, Change Makers, and Team Driven—values that define our unique culture. We are dedicated to equitable practices that contribute to the success of our company and employees. Learn more about our DE&I efforts.

J.D. Power is an equal opportunity employer and complies with AODA/ADA legislation. If you require accommodations during the recruitment process, please specify.

To all recruitment agencies: We do not accept unsolicited resumes and are not responsible for related fees.