[Hiring] Manager of Customer Success @DealerOn

Role 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
• Effective operational leadership
• Serving as the Voice of the Customer
• Propelling data-driven process enhancements

This role is fully remote and is central to realizing organizational milestones and nurturing comprehensive customer success.

Qualifications

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

Requirements

• 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 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.

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