Introduction to blithequark
At blithequark, we are passionate about delivering exceptional online marketing solutions to automotive dealerships across North and South America. Our cutting-edge products are designed to streamline the car buying process, providing an experience that both shoppers and dealers love. With a strong track record of growth, including recognition on the Inc. 5000 list of fastest growing companies six years in a row, over 30 manufacturer relationships, and more than 5,000 dealer partners, we are proud of our achievements and attribute our success to our talented and diverse team.
Job Overview
We are seeking an enthusiastic, organized, and customer-focused individual to join our Customer Support Team as a Customer Success Manager II (CSM II). As a CSM II, you will be responsible for building, maintaining, and growing our customer relationships by being their website performance specialist. You will utilize your OEM, product, and industry knowledge to address proactive and reactive customer requests and issues, with the goal of improving overall customer retention and support experience.
Key Responsibilities
- Manage customer accounts across multiple OEMs, ensuring that all Service Level Agreements (SLAs) are met.
- Provide monthly product review (MPR) reporting and optimization recommendations to improve all aspects of the customers’ websites, utilizing the Specific OEM MPR Deck.
- Work with customers to analyze and review their digital performance in detail, identifying areas for improvement and providing actionable insights.
- Complete website edits and troubleshoot various issues or concerns to ensure that response and resolution service levels are met.
- Ensure that strategy and customer’s KPIs (key performance indicators) are communicated, understood, and implemented by cross-functional teams.
- Understand the customers’ business goals to anticipate future needs and provide proactive support.
- Prioritize, triage, and communicate resolution on escalated customer issues and requests, ensuring timely and effective resolution.
- Manage multiple accounts simultaneously, tracking the status of each project and updating all stakeholders.
- Assist business leads in driving customer retention and identifying business growth opportunities.
- Work alongside support roles to assist with case management and ensure that response and resolution service agreement levels are met.
- Complete various tasks assigned by leadership, such as OEM project asks.
- Assist in updating and creating knowledge base articles for the team on a consistent basis.
Essential Qualifications
- Bachelor’s degree or equivalent experience.
- Google Analytics Certified.
- 2+ years of account management and/or dealership experience.
- Dependable, follows instructions, and takes initiative to solve problems.
- Strong ability to work with cross-functional teams in a complex, always-changing environment.
- 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 blithequark.
- Proficient knowledge of MS Office Suite (Word, Excel, Outlook) and Salesforce Service Cloud.
- Ability to think critically and contribute to improving team processes.
- Capable of working effectively as part of a team, but also taking independent initiative.
- Ability to work various shifts, including evenings and weekends.
Preferred Qualifications
- Demonstrated experience driving increased customer satisfaction and loyalty, measured through customer retention and client satisfaction scores.
- Experience coordinating online marketing strategy with other key business partners internally and externally.
- Knowledge of SEO, SEM, JIRA, CRM (Customer Relationship Management), and Salesforce.
- 2+ years of automotive experience.
Career Growth and Learning Benefits
At blithequark, we are committed to the growth and development of our employees. As a CSM II, you will have access to ongoing training and professional development opportunities, including:
- Regular coaching and feedback sessions to help you achieve your career goals.
- Opportunities to attend industry conferences and workshops to stay up-to-date on the latest trends and best practices.
- Access to a comprehensive knowledge base and training resources to help you develop your skills and expertise.
- A collaborative and supportive team environment that encourages innovation and creativity.
Work Environment and Company Culture
At blithequark, we pride ourselves on our positive and inclusive company culture. We believe in fostering a work environment that is collaborative, supportive, and fun. As a remote employee, you will be part of a distributed team that values open communication, transparency, and teamwork. We offer a range of benefits and perks to support your well-being and work-life balance, 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.
Compensation and Benefits
The salary range for this position is $45,200 - $64,700. We also offer a range of benefits and perks to support your well-being and work-life balance. Our compensation package is designed to be competitive and reflective of your skills and experience.
Conclusion
If you are a motivated and customer-focused individual with a passion for delivering exceptional support and driving business growth, we encourage you to apply for this exciting opportunity to join our team as a Customer Success Manager II. At blithequark, we are committed to creating an inclusive and supportive work environment that values diversity and promotes equal opportunities for all employees. Don’t miss out on this chance to join a dynamic and growing company and take your career to the next level.
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