Job
Description
As a Program Success Manager, your main responsibility is to build, maintain, and grow customer relationships by serving as their industry expert. Here is a summary of your key responsibilities and qualifications: **Role Overview:** You will be tasked with prioritizing incoming requests, establishing and nurturing relationships with partners, and ensuring top-notch customer service. Acting as the liaison between programs and the operations and product teams, you will identify areas for improvement, bugs, or feature requests to meet program requirements. This position is remote and at a mid-level. **Key Responsibilities:** - Manage customer accounts across multiple divisions such as International Markets, Automotive, Home, and Legal. - Act as a subject matter expert on Dealer On's products, core systems, and platform functionality. - Perform basic website edits and prioritize resolutions for escalated customer issues. - Collaborate with customers and partners to assess digital performance and provide optimization recommendations. - Conduct back-end training for customers and partner representatives on products and tools. - Maintain positive relationships with clients, partners, team members, and internal departments. - Review, scope, and monitor projects aligned with your area of responsibility. - Assist in driving client retention and identifying business growth opportunities. - Prioritize, triage, and communicate resolutions for escalated customer issues. - Manage multiple accounts simultaneously, tracking project statuses and updating stakeholders. - Handle website case requests, troubleshoot issues, and ensure service levels are met. - Communicate and implement strategy and customer KPIs across cross-functional teams. - Update and create knowledge base articles for the team regularly. **Qualifications Required:** - High School Diploma or equivalent. - 3+ years of customer support or account management experience. - Ability to work effectively with cross-functional teams in a dynamic environment. - Proficiency in Salesforce or JIRA. - Quick reaction time and multitasking skills in response to changing priorities. - Strong de-escalation skills and problem-solving abilities. - Proficient in MS Office Suite, Salesforce Service Cloud, and critical thinking. - Fluent in Spanish (Preferred). - Previous experience in Legal or Law Offices (Preferred). - Knowledge of SEO, SEM, Google Analytics, and Content Management Systems. - Bachelors Degree or equivalent. - Experience in call or contact center. - Strong sense of dependability, initiative, and problem-solving skills. - Project management, digital marketing, and strategic marketing experience. - Google Analytics Certified. - Willingness to work various shifts, including evenings and weekends. Please note that the competencies required for this role include attention to detail, adaptability, initiative, research/analysis, judgment, and proficient use of technology. As a Program Success Manager, your main responsibility is to build, maintain, and grow customer relationships by serving as their industry expert. Here is a summary of your key responsibilities and qualifications: **Role Overview:** You will be tasked with prioritizing incoming requests, establishing and nurturing relationships with partners, and ensuring top-notch customer service. Acting as the liaison between programs and the operations and product teams, you will identify areas for improvement, bugs, or feature requests to meet program requirements. This position is remote and at a mid-level. **Key Responsibilities:** - Manage customer accounts across multiple divisions such as International Markets, Automotive, Home, and Legal. - Act as a subject matter expert on Dealer On's products, core systems, and platform functionality. - Perform basic website edits and prioritize resolutions for escalated customer issues. - Collaborate with customers and partners to assess digital performance and provide optimization recommendations. - Conduct back-end training for customers and partner representatives on products and tools. - Maintain positive relationships with clients, partners, team members, and internal departments. - Review, scope, and monitor projects aligned with your area of responsibility. - Assist in driving client retention and identifying business growth opportunities. - Prioritize, triage, and communicate resolutions for escalated customer issues. - Manage multiple accounts simultaneously, tracking project statuses and updating stakeholders. - Handle website case requests, troubleshoot issues, and ensure service levels are met. - Communicate and implement strategy and customer KPIs across cross-functional teams. - Update and create knowledge base articles for the team regularly. **Qualifications Required:** - High School Diploma or equivalent. - 3+ years of customer support or account management experience. - Ability to work effectively with cross-functional teams in a dynamic environme
