Sr. Manager, Customer Success, CarOffer
CarGurus
- Dallas, TX
- Permanent
- Full-time
- Manage a team of Managers and Individual Contributors and lead by example
- Holds self and others accountable for achieving results, following processes, and delivering high standards of accuracy and efficiency in their work
- Comfortable and proficient in the implementation of customer success processes and methodologies
- Lead strategic and operational initiatives to improve Customer Success team metrics such as NPS
- Occasional spot coaching, as well as more formal organized sessions in the interest of upscaling members of the team on a professional and personal basis.
- Sets an example for using all types of success engagements in a way that strengthens the relationship and perceived value for the customer
- Work cross-functionally while effectively communicating, formally and informally, with other departments to communicate the needs of CarOffer customers and product requirements
- Commitment to servicing our customers with a sensitivity to both the time impact of our support and their operational hours; which may include some extended or later hours, weekends, and holidays
- Assist team members in helping to resolve escalated and sophisticated customer issues
- Be an analytical thought leader who uses data, and specifically CRM reporting (Hubspot), to provide your team with helpful insights and process improvements
- Review individuals' work, listen to calls, and engage your team members to ensure great customer experience and a culture of continuous improvement in how we support our customers and dealer partners
- Conduct regular 1-1's with team members to provide feedback and coaching on an ongoing basis
- Work with manager and product authorities to ensure we are aware of integration priorities, service changes and delivering up to date processes and support
- 5+ year of customer success experience or equivalent experience
- Comfortable with change, and adaptable to the needs of our organization
- Team-first mindset, with ability to juggle multiple responsibilities while overachieving
- Consistent track record of decisiveness and accountability in previous roles
- Proven approach of providing servant leadership through emotional intelligence and confidence
- Creates a positive and engaged work environment by building trust and empowering and motivating team members
- Willingness to have difficult conversations both internally and externally
- Demonstrated superior customer success skills and tried thoroughness of work
- A proven clear, professional, and informative communication style
- Strong cross-functional communicator, working effectively with all parts of the organization