Experienced Customer Success Manager II – Automotive Website Performance Specialist

At arenaflex, we're passionate about revolutionizing the online car buying experience for dealerships across North and South America. As a Customer Success Manager II, you'll play a vital role in building and maintaining strong relationships with our customers, ensuring their websites perform optimally, and driving business growth. If you're a customer-focused, organized, and results-driven individual with a passion for the automotive industry, we want to hear from you!

Job Description:

As a Customer Success Manager II at arenaflex, you'll be responsible for managing customer accounts across multiple OEMs, providing monthly product review (MPR) reporting and optimization recommendations, and working closely with customers to analyze and review their digital performance. You'll also be responsible for completing website edits, troubleshooting issues, and ensuring that response and resolution service levels are met. Additionally, you'll work with cross-functional teams to communicate strategy and customer KPIs, understand customers' business goals, and anticipate future needs.

Essential Functions:

* Manage customer accounts across multiple OEMs, ensuring timely and effective communication and issue resolution

• Provide monthly product review (MPR) reporting and optimization recommendations to improve all aspects of the customers' websites, utilizing the Specific OEM (i.e., FORD/Lincoln) MPR Deck to ensure all Service level agreements (SLA) are met
• Work with customers to analyze and review their digital performance in detail, identifying areas for improvement and developing strategies to enhance their online presence
• Complete website edits, troubleshoot various issues or concerns, and 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
• Understand the customers' business goals to anticipate future needs and develop 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 that 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

Required Skills/Experience:

* 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 Skills/Experience:

* 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

About Us:

At arenaflex, we're passionate about revolutionizing the online car buying experience for 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 done, and it's all due to the talented and diverse team we've been lucky enough to assemble.

Perks and Benefits:

* 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

Why Join arenaflex?

* Be part of a dynamic and growing company that's revolutionizing the online car buying experience

• Work with a talented and diverse team that's passionate about delivering exceptional results
• Enjoy a comprehensive benefits package that includes medical, dental, and vision insurance, as well as a company-matched 401K plan
• Take advantage of flexible PTO + Sick Leave and 6 weeks paid Parental Leave
• Participate in ongoing training and development opportunities to enhance your skills and career growth

How to Apply:

If you're a customer-focused, organized, and results-driven individual with a passion for the automotive industry, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!

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: [insert link]) and Right to Work. Apply for this job