Manager of Customer Success
About the job
SummaryBy Outscal
Lead a Customer Success team, drive retention, and ensure customer value realization. Requires 5+ years in customer service and 2+ years managing a Customer Success team. Proven expertise in client handling, communication, and SaaS support is essential.
Description
Manager of Customer Success
The Manager of Customer Success will be a high-energy, strategic and coaching-focused leader, responsible for the growth and development of their team. The Manager will create, develop, and support a collaborative and results driven team culture and environment that allows individuals to thrive and customers to realize the value of Dealer Spike. The Manager will also build strong cross-functional relationships within the broader Dealer Spike organization to ensure the success of customers. This role reports directly to the Senior Manager of Customer Success.
Here is more of what you’ll get to do:
- Provide daily direction and communication to leadership team and employees
- Oversee daily operations, including scheduling, performance, and escalations
- Appropriately distribute workload and oversee larger team member projects
- Evaluate and improve the efficiency of processes to maximize speed and quality
- Develop and deploy strategies to maintain a high level of retention
- Create and maintain talking points focused on bringing value to each dealer interaction
- Manage training plan for onboarding new hires and ongoing professional development
- Provide effective performance feedback for employees on a regular basis, including 1:1s, reviews, rewards, and disciplinary action
- Step in as final escalation point in order to resolve client issues and escalations
- Manage the preparation and maintenance of weekly reporting
- Manage staffing needs to ensure appropriate coverage
- Ensure employees are meeting KPIs and the department is achieving quarterly goals
You’ll thrive in this role if you have:
- 5 years in a customer service & client handling position
- 2+ years managing a successful Customer Success or Account Management team
- Strong interpersonal skills
- Familiarity with Customer Success industry standards and practices
- Proven customer service & client handling expertise
- Excellent written and verbal communication
- Proficient with business software such as CRMs, ticketing systems, and MS Office applications
- Results-oriented and motivated individual
- Experience managing or providing support services in a SaaS environment
- Knowledge of digital marketing and website analytics
- Superior organizational and time-management skills
- Bachelor's degree preferred
Does this position sound like something you would enjoy and be successful at, but you’re not sure you have the exact qualifications to be considered? While our job descriptions are an outline for the type of candidate we’re looking for, it is not a checklist. We encourage you to apply!
This role is not open to candidates located in Colorado, Connecticut, California, Maryland, Nevada, New York, Rhode Island, or Washington.
Who we are:
LeadVenture is the market-leading SaaS provider of digital retailing, eCommerce, digital marketing and eCatalog solutions for dealerships across 12 industry verticals including powersports, marine, RV, pre-owned auto, agriculture and more. Our family of brands includes Dealer Spike, Dealer Car Search, Frazer, Net Driven, Direct Communications, Inc. (DCi), Powersports Support, Level 5, PSM Marketing, Monroney Labels, and Interact RV. We are an international company with offices located in the United States, Mexico (Juniper Data Center), Belize (Dealer Spike Belize), India and The Netherlands. Together, we are LeadVenture.
LeadVenture provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, LeadVenture complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation, and training.
LeadVenture expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of LeadVenture employees to perform their job duties may result in discipline up to and including discharge.
LeadVenture expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of LeadVenture employees to perform their job duties may result in discipline up to and including discharge.
