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Manager of Customer Success

Company: DealerOn
Location: Grand Rapids
Posted on: June 9, 2021

Job Description:

About Us:

We are an online marketing company providing website and agency services to automotive dealerships across North and South America. We are known for our cutting edge products that streamline the car buying process and provide an experience both shoppers and dealers love. Our business model is working: we were recognized on the Inc. 5000 list of fastest growing companies six years in a row, expanding to over 30 manufacturer relationship, and over 4,000 dealer partners. We are proud of what our company has done, and it's all due to the talented and diverse team we've been lucky enough to assemble.

Job Description:

We are looking for an enthusiastic, organized and ambitious person to join our Customer Success Team. The Manager of Customer Success (CSM) overall responsibility is to build, maintain and grow our customer success team. DealerOn takes pride in our customers' successes, and it is our goal to provide them with a seamless and enjoyable experiences. We're hoping to find good, hard-working people so we can continue to improve the support we provide our customers.

Essential Functions:

  • Responsible for a group of Customer Success Leads and their teams
  • Ensures employee performance is in line with company standards, delivers performance evaluations and follows the progressive discipline process in accordance with company policy
  • 1 on 1's with Leads to ensure all daily tasks are being met and to provide stakeholders of updates
  • Ensure strategy and customer's KPIs are communicated, understood and implemented by cross-functional teams including Engagement Rate, Completion Rate, Monthly Reoccurring Revenue, Agent Utilization, cancellation rate, etc
  • Conduct annual performance reviews
  • Hold team accountable to the departmental performance metrics to assist with continuous improvement
  • Understand the customers' business goals to anticipate future needs
  • Responsible to hold monthly team reviews to help provide solutions for customers concerns and issues
  • Prioritize and improve resolution on escalated customer issues; Serves as the escalation point for complex customer issues
  • Assist business leads in driving client retention and identifying business growth opportunities
  • Encourages team members to look for opportunities for process simplification and improvements through day-to-day coaching
  • Ensures an efficient training program is in place and that the training requirements have been completed by all team members
  • Ensures that the team is fully informed of all new information related to products, procedures, customer needs and company related issues
  • Handles interviewing and onboarding new employees within the department
  • Track the status of projects and update stakeholders
  • All project and task related items should be added and maintained in Planner

Required Skills/Experience:

  • Bachelor's Degree or equivalent
  • Previous management experience
  • Expertise in a dynamic environment
  • Professional experience in Microsoft Office

Preferred Skills/Experience:

  • Bachelor's Degree in computer science, marketing, project management, business administration
  • 5 years' experience in the field
  • Previous experience in a Call Center environment
  • Working knowledge of HTML, CSS, and Bootstrap
  • Experience with JIRA/Salesforce or similar ticketing systems
  • Knowledge of the automotive industry

Perks and Benefits:

Aside from the awesome people you will get to interact with on a daily basis, we offer a number of benefits, including:

  • Medical, dental and vision insurance
  • Company matched 401K plan
  • Flexible PTO + Sick Leave
  • 4 weeks paid Parental Leave
  • State of the art technology
  • Company-paid Basic Life Insurance
  • Voluntary Supplemental Life Insurance
  • Voluntary Long-term/Short-term disability insurance
  • Paid National Holidays
  • Optional Healthcare/Dependent Care FSA Account

DealerOn is an Equal Opportunity Employer. We also participate in E-Verify (for more information, click here: E-verify Participation and Right to Work).

Keywords: DealerOn, Grand Rapids , Manager of Customer Success, Other , Grand Rapids, Michigan

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