Manager of Customer Success

$62,800 - $120,300/Yr

Dealeron - Rockville, MD

Full-time - Manager

Remote - Rockville, MD

Professional, Scientific, and Technical Services

About the position

The Manager of Customer Success at DealerOn, Inc. is responsible for cultivating customer relationships while fostering team growth and enhancing website performance through upselling products and services. This role emphasizes problem-solving to ensure an exceptional customer experience, focusing on customer retention, consultancy, mentorship, and operational leadership. The Manager serves as the Voice of the Customer, driving data-driven process improvements and balancing customer satisfaction with business objectives to achieve organizational goals. This position is fully remote.

Responsibilities

• Ensure effective communication and implementation of strategy and customer KPIs across cross-functional teams.
• 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 training codes, reviewing aging cases, 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.

Requirements

• 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.

Nice-to-haves

• Familiarity with Salesforce, JIRA, ChurnZero, or similar tracking systems is preferred.
• Previous management of Enterprise level accounts.
• Working knowledge of HTML, CSS, and Bootstrap.
• Expertise in the automotive digital marketing industry.

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