At DealerOn, we are proud to have dedicated team members like Tenesha Smith-Keeton, a Customer Success Manager II on Team Leo. Her passion for serving others, combined with her empathetic approach and strong relationships with colleagues and clients, makes her an invaluable asset.
What team are you on and what is your role at DealerOn?
On Team Leo, I work as Customer Success Manager II.
How long have you worked at DealerOn?
3 years.
How does your team & role contribute to the success of DealerOn?
The Customer Support Team is the front-line face that is attached to every call and case. Each team member does their best putting on their cape every day to attempt to win the day through closing cases in a timely fashion. As a Customer Success Manager, I work with the dealership’s point of contact daily, helping them reach their goals daily.
What drew you to your current field?
I love to serve others by helping them reach their goals. I never have the same day twice, constantly learning new things, and love developing new relationships with people.
What do you feel separates DealerOn from other players in the space?
My customers inform me that it is the level of customer service, so believe them. Plus, I love that DealerOn’s platform is not overwhelming.
How would you describe your approach to Customer Success?
I like to put myself in their shoes. I treat each customer like they are the most important person/dealership when I am working with them. Everyone wants to be heard and feel valued.
What do you enjoy most about working at DealerOn?
The relationships that I have developed with other AMAZING DealerOn employees.
What is a small thing that makes your job easier/better?
Slack! There is nothing like finding the solution to your clients’ problems or calling an employee with the wisdom to help you reach your end goal or lift your spirits with a quick laugh and/or friendly conversation.
“I love to serve others by helping them reach their goals. I never have the same day twice, constantly learning new things, and love developing new relationships with people.”
What professional skill(s) do you think have helped you the most in your career?
Ownership. I love positive praise, yet nothing makes me grow better than mistakes. I own and learn from constructive criticism and mistakes to move more effectively the next time. Your clients gain trust in you when you own your mistakes. It humanizes you, and you become more than the person over the phone working at DealerOn.
What is the most valuable career advice you’ve been given?
My eighth-grade teacher said never get too comfortable as an employee. Your generation will need to be adaptable to change because this is only the beginning of technology. Plus, learn to enjoy and provide great customer service because it will be the only skill that will separate the human from the machine.
What was your first car? Did you name it?
My first car was a 1986 Jaguar XJ6, and I named it “Baby J”.
What is an achievement you are proud of?
My greatest achievement is my family of four, which includes my marriage of 21 years and my two teenagers. I love to hear people tell me how well-mannered my teenagers are when I am not looking. As a parent (my most important job in life), it makes me feel as if I am doing something right.
Which historical figure would you most like to meet and why?
I would love to meet George Washington Carver because he had an amazing mind in the field of botany and agriculture that studied crop rotation to help improve soil quality. I love gardening, and I would love to speak with him on how he would approach gardening/farming with our global warming and famine concerns. Plus, Mr. Carver was known for being a quiet, humble, and God-fearing man that developed more than 300 food, industrial and commercial products from peanuts. What a wonderful way to be remembered! God-fearing!
Who was your biggest role model growing up?
My mother, hands down. I am so grateful that God chose her to be my mother.
If you could choose any celebrity to be your best friend, who would it be?
Ciara Wilson. She is a well-rounded woman that wears many hats. Ciara enjoys dancing and goofing around with friends. When life deals her a bad hand, she knows how to get back up with grace and embrace every stage of her life while dancing.
