Sr Director of Customer Success

Remote

Full Time

Enterprise

Senior Manager/Supervisor

Job Description:
The Director of Enterprise Support is responsible for the overall success of the Enterprise Support teams. The Director is responsible for both developing and leading a team culture of passionate commitment to amazing success of our most important dealer clients with our products and service, and for and unlocking the value from our premier accounts by creating a “thirst for more” through execution, passion, insight, and commitment by the Enterprise team for the Enterprise customer.
This critical role will lead, manage, and mentor the Enterprise support team’s leadership, including establishing, collaborating on, and measuring individual and team goals. The Director reports to and collaborates with the Sr. Director of Customer Support to build a strong internal and external network that enhances the customer experience for our largest and most strategic enterprise groups.

Essential Functions:

Ensure that strategies are consistently and constantly executed that that cement a deep and positive relationship with our key customer accounts while protecting and maximizing support revenue.
Drive a culture of accountability that results in a peerless support experience and exceptional client satisfaction.
Establish and maintain strong working relationships within the Enterprise group’s executive and senior leadership teams.
Develop and execute strategic plans to achieve customer retention targets and expand our managed products within the Enterprise customer base.
Act as the top escalation point within Enterprise Support for dealer group and OEM relationship mediations.
Establish strong working relationships with other teams and cross-functional departments to identify opportunities to improve customer experience and drive business results.
Collaborate with the Product team, bringing unique insights on real-world customer needs to shape Product roadmap and DealerOn’s ability to further cultivate the premier account base.
Build a high-performing team, drive operational best practices; and provide a world-class customer experience for our enterprise customers.
Develop, coach, and manage a team of Enterprise Team Managers to allow for continuous improvement and growth.
Provide employees with coaching, feedback, and developmental opportunities including leadership development to enhance their skills, motivation, and performance.
Holds team leadership accountable to the departmental performance metrics to assist with continuous improvement.
Establish and communicate customer support KPIs that align with the company’s vision; monitor and analyze results, implement needed changes in an Agile manner.
Ensures customer’s KPIs and SLAs are communicated, understood, and implemented by all related cross-functional teams.
Apply principles, systems, tools, and data/analytical insights to sustainably improve key performance metrics (KPIs) and continuously drive operational efficiencies.

Qualifications:

Bachelor’s Degree in computer science, marketing, project management, business administration, or equivalent program.
Demonstrated success and 10+ years of experience in leadership ideally specific to client relations and / or account management.
Knowledge of the automotive digital marketing industry.
Demonstrated success in managing and growing a $10M+ book of business recurring revenue stream in digital marketing.
Minimum 5-year record of accomplishment in meeting or exceeding metrics/quotas/KPI’s and receiving positive customer feedback in a technical environment.
Proven ability to drive strategic clarity; develop and communicate a clear and compelling vision that inspires the team to think and operate “outside the job description” without getting overwhelmed.
Previous experience in a position within a top tier Support organization for Premier and Priority clients.
Excellent problem-solving skills with a client-service mindset that balances the needs of the company and customers.
Excellent communication skills and the ability to present complex technical issues clearly and concisely to a general audience.
Ability to maintain a high degree of professionalism, able to interface with all levels of the company while preserving confidentiality in all sensitive matters.
Possesses a proactive approach to accomplishing work, high attention to detail and accuracy, has consistent follow up, and strong organizational skills.
Demonstrated success in managing the day to day as well as the strategic planning needs of digitally marketing enterprise accounts, including account management, customer service skills, and technical aptitude while working in an innovative and challenging environment.
Proficient in Microsoft Office, Salesforce, Jira, and other business applications.
Strong written and verbal communication skills that motivate the department and safeguards key account relationships.
Demonstrate flexibility to meet business needs with a focus on achieving quality results.

Preferred Skills/Experience:

Account management experience in an automotive focused ad agency.
Familiarity with web design and supporting technologies such as HTML, CSS, and Bootstrap.
Direct Dealership experience.

#LI-Remote

The salary range for this position is $77,500 - $152,500.

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 position 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), 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
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

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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I attest with my signature below that I have provided true and complete information on this application, which includes my resume. I authorize investigation of all statements contained in this application for employment as may be necessary in arriving at an employment decision. This application for employment will be considered active for up to 60 days. I understand that neither this document nor any offer of employment from the employer constitute an employment contract unless a specific document to that effect is signed by the employer and employee in writing. If hired, I understand that false or misleading information given in my application or interview(s) may result in loss of employment. I understand that I am required to abide by all rules and regulations of the employer. I understand, also, that outside employment that interferes with my job performance during the core working hours of my role at DealerOn is not permitted.

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