Job Description:
Lead Science is a division of DealerOn, an industry leading digital business enabler to the automotive, powersports, home services, and legal industries. Our platform and products provide our clients with the ability to effectively market, engage, and transact with consumers. Our proven track record and successful growth are a result of our hyper-focus on driving in-market traffic and converting prospects to customers for our clients.The Program Success Manager’s overall responsibility is to build, maintain and grow our customer relationships by being their industry expert.
They are responsible for prioritizing incoming requests, building and maintaining relationships with our partners, and providing superior customer service. This individual works as the liaison between the programs and the operations and product teams to identify improvements, bugs or feature requests, needed to satisfy program requirements. This is a remote, mid-level position.
Essential Functions:
- Manage customer accounts comprised of multiple divisions: International Markets, Automotive, Home, and Legal
- Be a subject matter expert on DealerOn / Lead Science's products, core systems, and platform functionality
- Perform basic website edits
- Prioritize and improve resolution on escalated customer issues
- Work with customers and partners to review digital performance through group or single store reporting, including providing optimization recommendations to improve all aspects of the customers’ websites
- Ensure customers and partner representatives have proper back-end training on our products and tooling
- Establish and maintain a highly positive relationship with clients, partners, team members, and internal departments
- Review, scope, and monitor projects that align with the assigned area of responsibility
- Assist business leads in driving client retention and identifying business growth opportunities
- Prioritize, triage, and communicate resolution on escalated customer issues and requests
- Manage multiple accounts simultaneously, tracking the status of each project, and updating all stakeholders
- Complete website case requests, and troubleshoot various issues or concerns to ensure that response and resolution service levels are met
- Ensure strategy and customer’s KPIs (key performance indicators) are communicated, understood, and implemented by cross-functional teams
- Assist in updating and creating knowledge base articles for the team on a consistent basis
Required Skills/Experience:
- High School Diploma or equivalent
- 3+ years of customer support or account management experience
- Strong ability to work with cross-functional teams in a highly complex, always changing environment
- Previous experience in Salesforce or JIRA
- Ability to react quickly and multi-task to meet changing department priorities
- Ability to de-escalate customer concerns and provide the best resolution for both the customer and DealerOn/Lead Science.
- Proficient knowledge of MS Office Suite (Word, Excel, Outlook) and Salesforce Service Cloud
- Ability to think critically and contribute to improving team processes
Preferred Skills/Experience:
- Previous experience in Legal or Law Offices
- Knowledge of SEO, SEM, Google Analytics, and Content Management Systems (CMS)
- Bachelor’s Degree or equivalent
- Call or Contact center experience
- Dependable, follows instructions and takes initiative to solve problems
- Experience in project management, digital marketing, and strategic marketing
- Google Analytics Certified
- Ability to work various shifts including evenings and weekends
#LI-Remote
The targeted salary range for this position is $50,900 - $72,850.
The posted salary range for this position may be adjusted based on job-related factors permitted by law, such as experience and training; internal pay equity; licensure and certifications; market factors; departmental budgets; and responsibility. Our Talent Acquisition Team will be happy to answer any questions.
This position is open to US residents only.
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).
