Job Description:

The Program Success Manager’s overall responsibility is to build, maintain and grow our customer relationships by being their industry expert. They are responsible for prioritizing incoming requests, building and maintaining relationships with our partners and providing superior customer service. This individual works as liaison between the programs and the operations and product teams to identify improvements, bugs or feature requests, needed to satisfy program requirements.

Essential Functions:

• Be a subject matter expert on all DealerOn’s products, core systems, and platform functionality
• Manage incoming support tickets which could include validating support tickets, providing updates and callbacks within a timely manner and ensuring tickets that need additional support are directed to the proper department
• Perform basic website edits
• Assist with translations between English and Spanish
• Prioritize and improve resolution on escalated customer issues
• Work with customers and partners to review digital performance through group or single store reporting, including providing optimization recommendations to improve all aspects of the customers’ websites
• Ensure customers and partner representatives have proper backend trainings on our products and tooling
• Establish and maintain a highly positive relationship with clients, partners, team members, and internal departments
• Review, scope, and monitor projects that align with the assigned area of responsibility
• Assist business leads in driving client retention and identifying business growth opportunities
• Identify efficiency improvements that can be made to the workflow and internal processes
• Provide basic SEO services, including reputation management

Required Skills/Experience:

• Fluent in Spanish and/or Portuguese
• High School Diploma/equivalent
• 3+ years of customer support experience
• Strong ability to work with cross-functional teams in a highly complex, always changing environment
• Professional experience in SalesForce or other Force.com platforms

Preferred Skills/Experience:

• Knowledge of SEO, SEM, Google Analytics and Content Management Systems is helpful, but not required
• Bachelor’s Degree or equivalent preferred
• Ability to prioritize tasks that change frequently and manage unexpected demands
• Dependable, follows instructions and takes initiative to solve problems
• Experience in project management, digital marketing and strategic marketing

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