Customer Success Manager II

Posted 3 Days Ago
Be an Early Applicant
Rockville, MD
45K-84K Annually
Mid level
AdTech • Marketing Tech
The Role
The Customer Success Manager II manages customer accounts, enhances website performance, and ensures customer satisfaction by addressing requests and issues. They analyze digital performance, provide optimization recommendations, and collaborate with cross-functional teams to meet customer KPIs while fostering customer relationships and retention.
Summary Generated by Built In

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

#LI-Remote

The salary range for this position is $45,200 - $64,700.

Top Skills

Google Analytics
The Company
Dallas, TX
388 Employees
On-site Workplace
Year Founded: 2004

What We Do

In an industry built on handshakes and a man’s word, DealerOn has been the perfect partner for thousands of dealers. Be it award winning websites, a proven SEO architecture or the very best in human-touch SEM, DealerOn consistently delivers upon the very promise that their clients give to their customers. The promise of coming through with what they say they will. DealerOn is the only company in the auto industry that puts their money where their mouth is and guarantees results. Delivering superior online marketing isn’t just a means to an end for DealerOn; it’s a way of life.

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