Technical Support Engineering Manager
Confluent
CloudReact
Customer Success Manager II
DealerOn
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $45,200 - $64,700 per year
Job Level
JuniorMid-Level
Tech Stack
CloudReact
About the role
- 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
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 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: Demonstrated experience driving increased customer satisfaction and loyalty, measured through customer retention and client satisfaction scores.
- Preferred: Experience coordinating online marketing strategy with other key business partners internally and externally
- Preferred: Knowledge of SEO, SEM, JIRA, CRM (Customer Relationship Management), and Salesforce
- Preferred: 2+ years of automotive experience
- Must be a US resident only
