Program Success Manager I(Spanish) - DealerOn - Pune - Night Shift

Program Success Manager I

Reports to: Supervisor of Customer Support

Department: Customer Support

Employment Type: Full Time

The Program Success Managers 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, and Home
• Be a subject matter expert on Dealer On'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
• 4+ 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
• 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:

• Fluent in Spanish
• 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

Competencies

• Attention to Detail
• Adaptability
• Initiative
• Research/Analysis
• Judgment
• Use of Technology