Customer Success Manager I

$43,888 - $74,700/Yr

Dealeron - Rockville, MD

Full-time - Entry Level

Rockville, MD

1,001-5,000 employees

Professional, Scientific, and Technical Services

About the position

The Customer Success Manager I (CSM I) is an entry-level position focused on building and maintaining customer relationships and loyalty within the Customer Support Team. The CSM I will utilize communication skills and industry knowledge to address customer requests and issues, aiming to enhance the overall support experience. This role requires a proactive approach to managing customer accounts and ensuring service level agreements are met.

Responsibilities

• Manage customer accounts that include Ford, Lincoln, GM, and groups.
• Provide monthly product review (MPR) reporting and optimization recommendations to improve customer websites.
• Analyze and review customers' digital performance in detail.
• Complete website edits and troubleshoot various issues to meet response and resolution service levels.
• Understand customers' business goals to anticipate future needs.
• Prioritize, triage, and communicate resolution on escalated customer issues and requests.
• Manage multiple accounts simultaneously, tracking project status and updating stakeholders.
• Assist business leads in driving customer retention and identifying growth opportunities.
• Work alongside support roles to assist with case management and ensure service levels are met.
• Complete various tasks assigned by leadership, including OEM project asks.
• Assist in updating knowledge base articles consistently.

Requirements

• High School Diploma or equivalent experience.
• 1+ year of customer support or account management experience.
• Dependable, follows instructions, and takes initiative to solve problems.
• Strong ability to work with cross-functional teams in a complex, 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.
• Basic knowledge of MS Office Suite (Word, Excel, Outlook) and CRM experience.
• 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.

Nice-to-haves

• Call or Contact center experience.
• Google Analytics Certified.
• Knowledge of SEO, SEM, JIRA, CRM, and Salesforce.

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