Senior Manager, Dealer Success
At Edmunds we’re driven to make car buying easier. Ever since we began publishing printed car guides in the 60’s, the company has been in the business of trust, innovating ways to empower and support car shoppers. When Edmunds launched the car industry’s first Internet site in 1994, we established a leadership position online and have never looked back. Now, as one of the most trusted review sites on the Internet, millions of visitors use our research, shopping and buying tools every month to make an easy and informed decision on their next car. For consumers, we bring peace of mind. For dealers, we make tools to help them solve their problems and sell more cars. How do we do it, you ask? The key ingredients are our enthusiastic employees, progressive company culture and cutting-edge technology. Want to join the team? Read on to find out how!
What You’re Applying For:
A Sr. Manager, Dealer Success is a strategic solution-driver who puts our dealers at the core of everything we do. This position will be directly responsible for the leading a team of Dealer Success Managers and Specialists who help our dealer partners get the best results from their Edmunds programs – through consultation, education, optimization, and support. The Senior Manager will balance strategy and execution to meet customer commitments, achieve business goals and drive an organization that fosters responsiveness, acceptance of change and flexibility.
The ideal candidate can provide creative problem analysis and develop complex solutions, help build out processes and procedures, and manage diverse projects that vary in responsibilities and context. Success in this position requires a keen eye for identifying optimization opportunities, a passion for growing revenue through an exceptional customer experience, strong leadership and management capabilities, attention to detail, high empathy for sales team members, critical thinking capabilities, a willingness to experiment; the ability to thrive in a
dynamic and changing environment and deep analytical and problem solving skills.
What You'll Do:
- Develop, monitor and analyze performance KPIs and SLAs to drive desired behaviors and business outcomes; communicate results and appropriate recommendations to key stakeholders
- Analyze reporting for key trends/patterns; identify where workflows are excelling and where we need improvement. Understand how KPIs tie back to strategic objectives.
- Develop scalable operational procedures and frameworks for new programs and products in addition to identifying opportunities to improve existing frameworks
- Propose and manage solutions from inception to launch that demonstrate knowledge and forethought of implications to existing frameworks; monitor and report progress against project goals
- Proactively identify, troubleshoot and resolve issues in a timely manner
- Build and manage relationships with senior leadership (Dealer Ops, Sales, executives), internal and external stakeholders (e.g. vendors, partners)
- Work and collaborate with a diverse group of internal cross functional teams
- Coach, develop and inspire your direct reports. Set clear goals and expectations. Measure performance, provide feedback, and hold leaders accountable.
Challenges:
- You’ll need to become an expert in Edmunds solutions for dealers of all sizes, regions and brands, and adapt recommendations quickly to suit varying client needs
- You’ve got to be great at working with lots of different teams, keeping lots of moving parts organized and ensuring that progress is being made
- You need to be able to speak the appropriate language to non-technical and highly technical individuals both internally and externally. You will be the bridge to translate complex technical speak to less technically savvy individuals
- You will need to figure out how to balance your day-to-day processes, project work, and sales support
- You love to be in the know! Staying up to date with OEM and Industry trends is an important part of your Edmunds success as a Sr. Manager, Dealer Success
What You’ll Need:
- 8+ years work experience in Account/Customer Success Management with a background in end to end project management, product, and/or operations
- 5+ years people management experience
- Desire to take initiative and think through solutions for problems you encounter
- Demonstrated track record of delivering business value using process and technology solutions in ever-changing operations space
- Strong analytical skills in order to visualize, articulate, understand and tell stories using data (data doesn’t scare you)
- Can easily manage multiple tasks in a well-organized and highly detailed manner while working in a fast-paced, perpetually evolving, relationship-driven environment
- Flexibility and experience dealing with ambiguity
- Strong communication skills (both written and oral) with the ability to build solid relationships with vendors, dealer partners, and internal teams to provide excellent customer service (ability to handle wide range of personalities and levels of seniority)
- Experience leading and mentoring others
- Previous experience with Salesforce or other CRM systems
- Solid knowledge of analytical tools such as Microsoft Excel, Oracle or similar - comfortable working with spreadsheets and formulas
- Knowledge of Google Analytics and/or Tableau a plus
- Familiarity with agile/scrum methodology and tools a plus
Working @ Edmunds.com:
Employees think it’s a pretty great place to work and some pretty impressive publications think it is too: we have been recognized as one of the best places to work by the Fortune Magazine and Great Places to Work, LA Business Journal (for the last 6 years!), Computerworld, and Built in LA. We've also been identified as one of the best workplaces specifically in Technology and also for Diversity and Asian Americans. In fact, our CEO, Avi Steinlauf, was rated as one of Glassdoor's Highest Rated CEOs! If you’re interested in learning more and joining our mission, we’d love to hear from you!
A Few Of The Perks:
· Results Only Work Environment (ROWE): we celebrate results, not hours worked; you’re empowered to manage your schedule in order to integrate work and life so that neither gets neglected
· Flexible Time Away From Work: no more counting your vacation days! You can take what you need – as long as your work gets done.
· Trip Ca$h: paid paid vacation! Edmunds will give you $500 towards your next vacation.
· Competitive Pay & Fantastic Benefits: 14 paid company holidays (how many of your friends get to celebrate Earth Day as a paid day off?), great coverage, and subsidized gym memberships. We could tell you all of our benefits but then we’d have to hire you!