Customer Service - Product Support Specialist

Who we are looking for:

You will be responsible for managing and facilitating the launch of new features and products to grow our dealer business. Specifically, you will be an integral part of a team that owns emerging product(s), including product demonstrations, product implementation, support, and training of our dealer partners, and providing ongoing support and troubleshooting assistance. You will serve as a customer advocate using your strong communication abilities, creative thinking, and problem-solving skills to drive dealer satisfaction. The ideal candidate will have experience grappling with ambiguous operational problems, framing up strategic solutions, and translating solutions into action.

What you will do:

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Conduct product demonstrations for vetted dealer partners, selling the benefits of ACV enhanced technology.
• Complete dealer product technology onboarding including system setup, training, and coordination of first inspection with Vehicle Condition Inspectors.
• Lead deployment and integration with dealer partners including regular ongoing support, while providing best in class service.
• Monitor, manage and build ongoing relationships with multiple internal and external stakeholders.
• Educate internal and external stakeholders on highest and best applications of the product.
• Confidently address product challenges with dealer partners, escalating to appropriate parties when required.
• Provide recommendations and/or solutions on how to mitigate future risks and issues.
• Proactively uncover program and process optimization opportunities and take cross-functional action to ensure optimizations are implemented.
• Perform other duties as assigned

What you will need:

• 4 Year / Bachelors Degree - required

• 3 year(s) Sales, account management, product management, product operations, or customer support
• Ability to read, write, speak and understand English.
• Be flexible and willing to adjust to multiple demands, ambiguity, and rapid change.
• Keen attention-to-detail and the ability to manage competing priorities simultaneously.
• Excellent interpersonal skills, able to communicate effectively and collaborate in a team environment.
• Strong communication skills geared towards understanding customer needs, articulating product benefits, and instilling confidence in a positive outcome.
• Proficient with Microsoft Excel, comfortable working with spreadsheets and formulas. Hands-on experience working in Salesforce CRM.

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