At arenaflex, we're on a mission to revolutionize the automotive industry with cutting-edge online marketing solutions that streamline the car buying process and provide an exceptional experience for both shoppers and dealers. As a key member of our Customer Support Team, the Experienced Customer Success Manager II will play a pivotal role in building, maintaining, and growing our customer relationships by being their trusted website performance specialist.
**Job Description:**
As a seasoned professional with a passion for delivering exceptional customer experiences, you'll be responsible for managing customer accounts across multiple OEMs, providing monthly product review (MPR) reporting, and optimizing website performance to meet Service Level Agreements (SLAs). You'll work closely with customers to analyze and review their digital performance, complete website edits, and troubleshoot various issues to ensure timely resolution.
**Key Responsibilities:**
* Manage customer accounts across multiple OEMs, ensuring seamless communication and timely issue resolution
* Provide monthly product review (MPR) reporting and optimization recommendations to improve website performance, utilizing the Specific OEM MPR Deck to ensure SLAs are met
* Work with customers to analyze and review their digital performance in detail, identifying areas for improvement
* Complete website edits, troubleshoot various issues, and ensure timely resolution to meet response and resolution service levels
* Ensure strategy and customer KPIs are communicated, understood, and implemented by cross-functional teams
* Understand customers' business goals to anticipate future needs and provide proactive solutions
* 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
* Assist business leads in driving customer retention and identifying business growth opportunities
* Work alongside support roles to assist with case management and ensure 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 arenaflex
* 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
**Work Environment and Company Culture:**
At arenaflex, we're committed to creating an inclusive environment that celebrates diversity and promotes growth. Our team is passionate about delivering exceptional customer experiences, and we're looking for like-minded professionals to join our ranks. As a remote team member, you'll have the flexibility to work from anywhere, while still being part of a dynamic and collaborative team.
**Compensation and Benefits:**
* Salary range: $45,200 - $64,700
* 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
**How to Apply:**
If you're a motivated and customer-focused professional with a passion for delivering exceptional experiences, we'd love to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to welcome you to the arenaflex team!
**About arenaflex:**
arenaflex is an online marketing company providing website and agency services to automotive dealerships across North and South America. We're known for our cutting-edge products that streamline the car buying process and provide an experience both shoppers and dealers love. Our business model is working: we were recognized on the Inc. 5000 list of fastest-growing companies six years in a row, expanding to over 30 manufacturer relationships, and over 5,000 dealer partners. We're proud of what our company has achieved, and it's all due to the talented and diverse team we've been lucky enough to assemble.
**Equal Opportunity Employer:**
arenaflex is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We also participate in E-Verify (for more information, click here:
E-verify Participation and
Right to Work).
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