Manager of Customer Success

Rockville, MD, United States

Job Description:

The Manager of Customer Success harmonizes relationship cultivation with a dedication to team growth, upselling products and services to enhance website performance, and adept problem-solving to guarantee an outstanding customer experience. This multifaceted role encompasses customer retention, consultancy, mentorship, and coaching, alongside effective operational leadership, serving as the Voice of the Customer, and propelling data-driven process enhancements. Striking a balance between customer satisfaction and business objectives, the Manager of Customer Success occupies a central position in realizing organizational milestones and nurturing comprehensive customer success. This role is fully remote.

Essential Functions:

Ensure effective communication, understanding, and implementation of strategy and customer KPIs across cross-functional teams, encompassing metrics such as Net Revenue Retention, Monthly Touch Points, Customer Satisfaction, Average Churn Score, SLAs, Quality Assurance, etc.

Conduct regular analysis of customer and employee performance and operational efficiency through various BI and CRM tools.

Complete annual performance reviews and quarterly goals for team members.

Hold team accountable to departmental performance metrics and OKRs to foster continuous improvements.

Conduct monthly team business reviews to address customer concerns and issues, providing solutions.

Prioritize and enhance resolution of escalated customer issues; act as the escalation point for complex cases.

Ensure employee performance aligns with company standards, conducting performance evaluations, and adhering to the progressive discipline process as per company policy.

Conduct one-on-one meetings with CSMs to ensure daily tasks are accomplished and provide stakeholders with updates.

Supervise daily team operations, including ensuring customer follow ups, reviewing of training codes, reviewing aging cases, responding and monitoring communication in slack rooms and email distributions.

Verify that all team members have completed their training requirements.

Keep the team updated weekly on all new information pertaining to products, procedures, customer needs, and company-related issues.

Manage the interviewing and onboarding processes for new employees within the department.

Utilize the Planner Board to track project statuses and provide updates to stakeholders.

Required Skills/Experience: Bachelor’s degree in computer science, marketing, project management, business administration, or a related field.

Over 5 years of managerial experience, demonstrating effective team leadership.

Outstanding communication abilities, capable of clearly explaining technical matters to various audiences.

Proven track record of achieving or surpassing metrics, upselling, quotas, and KPIs, with favorable customer feedback.

Exceptional customer service skills, coupled with technical proficiency and the capacity to handle time-sensitive tasks in a fast-paced setting.

Proficient in Microsoft Office and other essential business software applications.

Skilled in using BI tools to make data driven decisions

Familiarity with Salesforce, JIRA, ChurnZero, or similar tracking systems is preferred.

Preferred Skills/Experience: Previous management of Enterprise level accounts.

Working knowledge of HTML, CSS, and Bootstrap.

Expertise in the automotive digital marketing industry.

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The salary range for this position is $62,800 - $120,300.

The maximum range shown represents your earning potential with DealerOn for the life time of the role.

The posted salary range for this position may be adjusted based on job-related factors permitted by law, such as experience and training; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility. Our Talent Acquisition Team will be happy to answer any questions.

This is a remote position and is available in various US locations; however, it is not open to residents of…

Alabama (AL), Alaska (AK), Arkansas (AR), California (CA), Colorado (CO), Connecticut (CT), Delaware (DE), Hawaii (HI), Idaho (ID), Indiana (IN), Iowa (IA), Kansas (KS), Kentucky (KY), Louisiana (LA), Maine (ME), Massachusetts (MA), Mississippi (MS), Missouri (MO), Montana (MT), Nebraska (NE), New Hampshire (NH), New Jersey (NJ), New Mexico (NM), New York (NY), North Dakota (ND), Oklahoma (OK), Rhode Island (RI), South Dakota (SD), Vermont (VT), Washington (WA), Wisconsin (WI), and Wyoming (WY).

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 5,000 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.

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

8 Paid National Holidays

State of the art technology

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

DealerOn is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We also participate in E-Verify (for more information, click here: E-verify Participation and Right to Work ).

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