Introduction to blithequark
At blithequark, we are pioneers in the online marketing landscape, specializing in providing cutting-edge website and agency services to automotive dealerships across North and South America. Our mission is to streamline the car buying process, creating an experience that both shoppers and dealers love. With a proven business model that has earned us recognition on the Inc. 5000 list of fastest-growing companies six years in a row, we have expanded to over 30 manufacturer relationships and more than 5,000 dealer partners. Our success is a testament to the talented and diverse team we've assembled, and we're now looking for an exceptional Customer Success Manager II to join our ranks.
Job Overview
The Customer Success Manager II (CSM II) at blithequark is a pivotal role that requires an enthusiastic, organized, and customer-focused individual to join our Customer Support Team. As a CSM II, your primary responsibility will be to build, maintain, and grow our customer relationships by serving as their website performance specialist. You will leverage your OEM, product, and industry knowledge to address both proactive and reactive customer requests and issues, ensuring that our customers receive the best possible support experience. This is a remote, mid-level position that offers the opportunity to work with a dynamic team and contribute to the growth and success of our customers.
Key Responsibilities
- Manage customer accounts across multiple OEMs, ensuring that each account receives personalized attention and support.
- Provide monthly product review (MPR) reporting and optimization recommendations to improve all aspects of the customers’ websites, utilizing the Specific OEM MPR Deck to ensure all Service Level Agreements (SLAs) are met.
- Work closely with customers to analyze and review their digital performance in detail, identifying areas for improvement and opportunities for growth.
- Complete website edits and troubleshoot various issues or concerns to ensure that response and resolution service levels are met.
- Ensure that strategy and customer 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 and guidance.
- Prioritize, triage, and communicate resolution on escalated customer issues and requests, ensuring that our customers receive timely and effective support.
- Manage multiple accounts simultaneously, tracking the status of each project and updating all stakeholders as necessary.
- Assist business leads in driving customer retention and identifying business growth opportunities, contributing to the overall success of our customers and blithequark.
- 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, and assist in updating and creating knowledge base articles for the team on a consistent basis.
Essential Qualifications
- Bachelor’s degree or equivalent experience in a related field.
- Google Analytics Certified, with a strong understanding of digital analytics and performance metrics.
- 2+ years of account management and/or dealership experience, with a proven track record of success in a customer-facing role.
- Dependable, with a strong ability to follow instructions and take initiative to solve problems.
- Excellent communication and interpersonal skills, with the ability to work effectively 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, as necessary.
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, with a strong understanding of the industry and its unique challenges.
Career Growth and Learning Benefits
At blithequark, we are committed to the growth and development of our team members. As a Customer Success Manager II, you will have access to a range of training and development opportunities, including:
- Comprehensive onboarding program to ensure a smooth transition into your new role.
- Ongoing training and development opportunities to enhance your skills and knowledge.
- Regular feedback and coaching to support your growth and success.
- Opportunities for advancement and career progression within the company.
Work Environment and Company Culture
At blithequark, we pride ourselves on our dynamic and supportive work environment. As a remote team, we are committed to creating an inclusive and collaborative culture that values diversity and promotes equality. Our team members enjoy a range of benefits, including:
- Flexible working hours and remote work arrangements to support work-life balance.
- Regular team-building activities and social events to foster connections and camaraderie.
- Recognition and reward programs to acknowledge and celebrate individual and team achievements.
- A commitment to diversity, equity, and inclusion, with a focus on creating a welcoming and inclusive environment for all team members.
Compensation, Perks, and Benefits
At blithequark, we offer a competitive compensation package and a range of perks and benefits to support the well-being and success of our team members. These include:
- Medical, dental, and vision insurance to support your physical and mental health.
- Company-matched 401K plan to support your financial future.
- Flexible PTO and sick leave to support your work-life balance.
- 6 weeks paid parental leave to support you and your family.
- 8 paid national holidays to give you time to rest and recharge.
- Company-paid basic life insurance and voluntary supplemental life insurance options.
- Voluntary long-term and short-term disability insurance options.
- Voluntary pet insurance to support your furry friends.
- Optional healthcare and dependent care FSA account to support your financial well-being.
Conclusion
If you are a motivated and customer-focused individual with a passion for digital performance and automotive industry expertise, we encourage you to apply for the Customer Success Manager II role at blithequark. With a competitive compensation package, comprehensive benefits, and a dynamic and supportive work environment, this is an exceptional opportunity to join a growing and innovative company and contribute to the success of our customers. Apply now to take the first step in your new career with blithequark.
Apply Now