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Customer Success Manager

About Us:

We are a young and fast-growing online marketing company, which provides website services to automotive dealerships across North America and Canada. We help our customers sell more cars and provide them with an amazingly remarkable experience. We have been recognized on the Inc. 5000 list of fastest growing companies six years in a row and counting. Technology is front and center in our company, but it's the people here who are the core of our business. We pride ourselves on making coming to work not only challenging, but also enjoyable.

Job Description:

Customer Success Manager (CSM) is DealerOn’s liaison between our Support and Production teams. The CSM develops and fosters relationships with both external customers and key internal stakeholders. This role will handle the overall responsibility for managing the customer relationship. The CSM proactively communicates program outcomes to customers and recommendations to ensure the customer sees us as critical partners that help them achieve their goals. This position is located in our headquarters Rockville, Maryland and will report to the Director of Client Support.

Essential Functions:

  • Ensure strategy and customer’s KPI’s are communicated, understood and implemented by cross-functional teams.
  • Establish a trusted adviser relationship that works to ensure customer’s overall satisfaction with our products.
  • Act as a liaison between product management and the customer with a focus on communicating DealerOn’s road-map and how it will influence customer activities.
  • Understand the customer’s business goals and needs to anticipate future needs and help determine the ideal solution.
  • Prioritize and improve resolution on escalated customer issues.
  • Oversee customers' website implementation process and keep them informed of any procedural changes.
  • Facilitate the customer’s adoption of our solution features and functionality.
  • Become proficient in DealerOn’s Implementation Methodology.
  • Manage multiple accounts simultaneously, tracking the status of each project, and providing status updates to all stakeholders
  • Assist Business leads in driving client retention and identifying business growth opportunities.

Skills and Experience:

  • High school diploma/equivalent, Bachelor’s degree preferred.
  • 3+ years of customer support experience
  • Strong ability to work with cross-functional teams in a highly complex, always changing environment.
  • Professional experience in Salesforce or other platforms.
  • Knowledge of Digital Marketing preferred
  • Travel Requirements
  • Overnight travel required , up to 25%

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
  • Paid time off
  • On-site and off-site company events
  • Casual Attire
  • Fun workstations
  • State of the art technology
  • Free Parking
  • Expertise in work environment

We are an Equal Opportunity Employer

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