Program Success Manager II - United States - Remote

Job Description:

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 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
• 3+ …