Customer Success Manager II - Remote

Overview

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.

In Short

• Manage customer accounts across multiple OEMs
• Provide monthly product review (MPR) reporting and optimization recommendations
• Work with customers to analyze and review their digital performance
• Complete website edits and troubleshoot various issues
• Ensure strategy and customer’s KPIs are communicated and implemented
• Understand the customers’ business goals to anticipate future needs
• Prioritize and communicate resolution on escalated customer issues
• Manage multiple accounts simultaneously
• Assist business leads in driving customer retention
• Complete various tasks assigned by leadership

Requirements

• Bachelor’s degree or equivalent experience
• Google Analytics Certified
• 2+ years of account management and/or dealership experience
• Dependable, follows instructions and takes initiative
• Strong ability to work with cross-functional teams
• Ability to react quickly and multi-task
• Ability to de-escalate customer concerns
• Proficient knowledge of MS Office Suite and Salesforce Service Cloud
• Ability to think critically and improve team processes
• Ability to work various shifts including evenings and weekends

Benefits

• Medical, dental and vision insurance
• Company matched 401K plan
• Flexible PTO + Sick Leave
• 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