The Team Manager, DTG Octane plays a critical role in training, maturing, and growing the DTG Octane Team at Impel. This position is accountable for dealer relationship onboarding, training, technical support, retention, and growth. Responsibilities include hiring, management, training, and team performance tracking.
Responsibilities
- Consistently lead the team to meet and exceed monthly, quarterly, and annual financial and performance metrics.
- Hire, onboard, and develop Dealer Success professionals by driving consistent hiring, internal and external training, monitoring, and managing best practices to enhance team performance.
- Lead team training to develop skill proficiency and effectiveness, resulting in increased upsells, portfolio growth, dealer satisfaction, and greater retention.
- Serve as a Subject Matter Expert (SME) in dealer meetings, presentations, reviews, and other customer contacts.
- Identify opportunities across the customer base and leverage current business relationships across the organization and with OEM partners.
- Refine and enhance a strong SaaS customer success model by developing and maintaining effective processes that drive the highest level of customer retention.
- Develop, execute, and monitor tools to manage all channels of communication with customers while improving productivity.
- Work in conjunction with Account Management, Marketing, and Product teams to effectively onboard and train dealers on new products and services.
- Demonstrate the values of Impel in everyday interactions, both internally and externally.
- Perform other duties as required.
Other
- Maintains confidentiality of work-related issues, records, and company information.
- Demonstrates a commitment to Diversity, Equity, and inclusion by treating everyone with respect and dignity, ensuring all voices are heard, and advocating change.
Education and Experience:
- Bachelor’s Degree; and
- 6+ years of experience in setting up and developing customer success teams supporting digital marketing and/or software as a service (SaaS) products. Experience in the automotive industry or software for independent distributors/dealers is preferred.
- Proven track record in developing and implementing processes that drive individual performance, scaling effectively through rapid growth, and implementing customer success training programs that develop consistent performance of Customer Success Associates.
- A combination of education and work experience necessary to perform essential functions.
- Proficiency in MS Word, Excel, and PowerPoint; Salesforce; and Zoom.
- Travel Requirement: 70%