InteractRV

Support Engineer

• Lead and train team members to build, support and debug integration and export feeds
• Build process and quality improvements to meet quality goals
• Participate as lead and team member of Premium Support team
• Build and maintain internal documentation for the support team

Technical Support Team Lead

Implementation Specialist

• Communicate with customers during the design and build of their website and make sure they stay on track to reach their goal go-live date
• Manage multiple customer projects at any given time and serve as a point of contact for your customers throughout the development of their website
• Serve as a liaison between the Implementation team and other teams within the Website Development department
• Educate the customer on website and digital marketing standards and best practices
• Develop specifications for the overall design and content of the customer’s website based on the needs of the specific business and communicate that information to the development team
• Coordinate with the development team to deliver a quality product to the customer

Customer Success Manager

• Provide daily direction and communication to leadership team and employees
• Oversee daily operations, including scheduling, performance, and escalations
• Appropriately distribute workload and oversee larger team member projects
• Evaluate and improve the efficiency of processes to maximize speed and quality
• Develop and deploy strategies to maintain a high level of retention
• Create and maintain talking points focused on bringing value to each dealer interaction
• Manage training plan for onboarding new hires and ongoing professional development
• Provide effective performance feedback for employees on a regular basis, including 1:1s, reviews, rewards, and disciplinary action
• Step in as final escalation point in order to resolve client issues and escalations
• Manage the preparation and maintenance of weekly reporting
• Manage staffing needs to ensure appropriate coverage
• Ensure employees are meeting KPIs and the department is achieving quarterly goals