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Software Implementation Specialist - Dealership Advantage

Location
Grand Rapids, Michigan
Remote Working
Remote Working
Job Type
Permanent
Posted
29 Jul 2022
The Dealership Advantage Story:

Dealership Advantageis acloud-based, integrateddealership and OEM managementplatformcurrently serving the marine market. We have a mature platform developed by disrupters in the marineindustry. Throughout our history, we have kept thestartup vibewhile stayingnimble and hungry.

Our purpose is toliftan industry that has been underserved by technologyfor too many years.Weprovidedealers with a modern and easy to use UIthat drivestheirunderlying businessoperations helping them sell faster and service customers more profitably; ultimately, our goal isto helpour customerstransform theirbusinesseswhile improving their customers' experiences.

We're providing asolutionthe market hasn't seen for a decade, if ever,andare strivingto create seamless experiencesthroughOEM&Dealer collaborationthat result in a world class customer experience.

The marine industry is ripe for disruptionandour mission is to createa fully integrated solutionfor dealers and OEMs while advancing the overall state of technology for an industry in need of change.

Overview:

The Software Implementation Specialist is a key member of our Customer Success team. As a DA (Dealership Advantage) Software Implementation specialist, you will use your knowledge of our software and the dealership operations to ensure our new customers begin their use of our Dealership Advantage DMS (Dealer Management System) with a positive experience. To accomplish this, you will work with customer team members to understand their operational nuances, guide them to leverage our best practices, collect data, and coordinate training sessions. The position will report to the leader of the Customer Success team while simultaneously working with the sales team, other implementation specialists and support specialists.

The Software Implementation Specialist will perform a combination of remote and onsite discovery events as well as facilitate "go live" events to complete the implementation phase of the customer journey. In the spirit of customer success, our implementation specialists have a passion for software and customers, making sure they get the most out of their experience with our team and products.

At Dealership Advantage, we are passionate about how our software can transform our customer's business. This role is the face of our software and is an extension of each department and individual engaging our customer base. This is a salaried position with performance bonus opportunities.

To complete your application, we would like you to spend 5 to 8 minutes telling us more about yourself using the Predictive Index Behavioral Assessment. Once you complete this required step, we will gladly review your complete application.

Go to assessment:

Measures of Success:
  • Happy, educated customers
  • Clean implementations where customers feel comfortable transitioning from their old software to DA's modern and powerful DMS
  • Customer retention through renewals and account growth
  • Customer statuses and details tracked in HubSpot and other tools by ensuring alignment of team members and facilitation of their tool use

Responsibilities:
  • Work with customers following the sale of DA solutions to complete the onboarding process (implementation phase)
  • Manage a project plan for each customer implementation, managing the tasks that need to be completed for the timely installation of the sold solution
  • Ensure that the Customer Success team and Development Team are aware of key deliverables and project milestones needed for implementation success
  • Facilitate discovery sessions to ensure customers can understand how best to leverage the DA DMS and where they need to adjust process and personnel for ultimate success
  • Manage and limit customizations requested by the customer through early discovery and training sessions
  • Be available for onsite and virtual sessions during key implementation phases to ensure the customer is supported during their critical transition period, including the hyper care period post go-live
  • Facilitate customer signoffs as the implementation plan calls for while driving user proficiency across the customer user base
  • Provide feedback to Customer Success team on any outstanding customer concerns that need to be managed after go-live and hyper care phases
  • Give ongoing feedback to development team on product ideas and improvements
  • Ensure updating of project plans and CRM on a regular basis to drive consistency and efficiency across the organization
  • Ability to carry out job responsibilities while fully embracing the Simplified Investments Core Values
    • Culture is everything. We are authentic and intentional in the way we work and play. Being stodgy has no place here.
    • Stab from the front. We are respectful in the way that we hold one another accountable. No games, no hidden agendas.
    • Problem solvers. We value smart people who attack problems head-on and with confidence.
    • Resiliency. We thrive on change and growth. We pivot when we need to and re-group quickly.
    • Humility reigns. Whether engaging with our teams, customers or partners we approach it with the heart of a servant. We are go-givers that believe in creating space for people to grow.

Qualifications:
  • Bachelor's degree, or 1 - 2 years in a related field. Three plus years of experience in supporting a SaaS application or equivalent experience a plus
  • Proven experience working as an Implementation or Support Specialist
  • Experience working in a related environment such as a dealership a plus
  • Sound technical knowledge
  • Proficiency in all Microsoft Office applications
  • The ability to multitask effectively
  • The ability to work independently and as part of a team
  • Strong analytical and problem-solving skills
  • Excellent organizational and time management skills
  • Exceptional communication and customer service skills
  • Detail-oriented
  • Travel: This role may include travel up to three weeks per month

TEAM MEMBER PERKS:
  • Competitive salary
  • Flexible work from home policy
  • 80 hours accrued PTO
  • Insurance benefits begin on the first day of the following month of start date
  • 401k with employer match
  • Casual work environment, facing the Grand River
  • Free parking
  • Tuition reimbursement
  • Open door policy - come on in and share your ideas!
  • Great TEAM environment!
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Details

  • Job Reference: 671157883-2
  • Date Posted: 29 July 2022
  • Recruiter: MKB Holdings
  • Location: Grand Rapids, Michigan
  • Remote Working: Some remote working possible
  • Salary: On Application
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent