Remote Customer Success Manager II | WFH

Job Title: Customer Success Manager II (Remote)

Job Overview

We are in search of a Customer Success Manager II (CSM II) to enhance our Customer Support Team in a fully remote capacity. This mid-level role is ideal for individuals who are dedicated to fostering strong client relationships and ensuring customer success. You will act as a vital partner for our clients, assisting them in optimizing their website performance to fulfill their business objectives.

Key Responsibilities

• Manage a diverse portfolio of customer accounts across various OEMs.
• Conduct monthly performance reviews with actionable insights to enhance client websites, in accordance with OEM specifications (e.g., Ford/Lincoln).
• Analyze and assess clients’ digital performance, offering customized recommendations.
• Execute website modifications and troubleshoot issues to guarantee prompt resolutions and adherence to service levels.
• Collaborate with cross-functional teams to align strategies with customer goals and performance indicators.
• Anticipate client needs by understanding their business objectives.
• Prioritize and manage escalated issues, ensuring transparent communication and timely resolution updates.
• Track and handle multiple accounts concurrently, keeping all stakeholders updated on project developments.
• Identify opportunities for growth and actively contribute to customer retention strategies.
• Assist in case management, OEM-specific projects, and other tasks as assigned by leadership.
• Create and update knowledge base articles to enhance processes and documentation.
  
  

Required Skills

• Bachelor's degree or equivalent work experience.
• Google Analytics certification.
• Minimum of 2 years' experience in account management or dealership operations.
• Strong organizational skills with the capability to follow directives and take initiative.
• Proven ability to work collaboratively with cross-functional teams in a fast-paced setting.
• Exceptional problem-solving capabilities with a customer-first approach.
• Proficiency in MS Office Suite (Word, Excel, Outlook) and Salesforce Service Cloud.
• Critical thinking skills focusing on process improvement.
• Capacity to manage fluctuating priorities and multitask effectively.
• Flexible availability, including evenings and weekends.
  
  

Qualifications

• Experience in driving customer satisfaction and retention is preferred.
• Familiarity with SEO, SEM, CRM tools (e.g., Salesforce), and JIRA is beneficial.
• A background in the automotive industry or online marketing strategy is advantageous.
• 2 years of automotive-related experience is preferred.
  
  

Career Growth Opportunities

We are committed to the professional development of our employees, offering opportunities for continuous learning and career advancement within our organization.

Company Culture And Values

Our organization is a dynamic online marketing company focused on transforming the car-buying experience through innovative solutions. We proudly support a diverse and inclusive work environment, valuing the contributions of all employees.

Compensation And Benefits

The salary range for this position is between \(45,200 and \)64,700, depending on experience, skills, and qualifications. Additional factors such as certifications, internal pay equity, and prevailing market trends may influence the final offer.

Why Join Us?

We offer a comprehensive benefits package designed to support both your professional and personal well-being, including:

• Comprehensive medical, dental, and vision insurance.
• Company-matched 401(k) plan.
• Flexible PTO and sick leave.
• Six weeks of paid parental leave.
• Eight paid national holidays.
• Company-paid basic life insurance, with optional supplemental coverage.
• Long-term and short-term disability insurance options.
• Voluntary pet insurance.
• Healthcare and Dependent Care FSA options.
  
  

We invite you to apply for this exciting opportunity if you are passionate about making a difference in the automotive marketing industry and helping clients succeed!

Employment Type: Full-Time