Since 2001, Procede Software has been a leading provider of enterprise-level Dealer Management Solutions (DMS) for the heavy-duty truck and ancillary markets. Serving dealer locations throughout the United States, Canada, and Australia, the industry’s leading dealerships trust Excede to run their business because of its full functionality across all dealership departments, high reliability, and strong integration with their OEM providers. Excede, its powerful DMS, leverages the strength of Microsoft® SQL technology to provide advanced Windows® and browser-based applications with real-time information.
The Customer Engagement Specialist will work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction, proactively educate and inform customers of available solutions to meet their needs, educate and empower customers to utilize self-service resources and leverage our processes for feature requests and assistance, and escalate customer issues to appropriate internal teams to achieve resolution. Why Procede? - This is what our Chief Customer Officer has to say...watch this videoPrimary Job Responsibilities
- Capture customer success stories and use cases that drive innovation and marketing initiatives across the organization
- Establish a common understanding with the customer for the ROI they are receiving from our solutions as the strategy is executed
- Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
- Achieve predefined revenue quotas through solution upsells, while building and promoting services and packages including all phases of estimate creation through final approval and invoicing
- Assist in compiling data-driven metrics, identifying patterns and trends, and participate in forecasting activities
- Lead and deliver discovery calls to understand nature and scope of customers primary business objectives and current challenges
- May be called upon as a Subject Matter Expert (SME) to participate in cross-department collaboration, product design and feature review, process alignment, onboarding and cross-training, sales and prospecting activities, conference/event/speaking engagements, etc
- Support implementation go-live activities, as needed
- Execute strategies to collect referrals and references with appropriate feedback loops to sales and marketing
- Maintain customer relationships throughout solution onboarding and adoption including managing customer expectations as they overcome challenges
- Development of project plans and roadmaps
- Follow-ups and project completion/validation of delivered services
- Assist customers with understanding product and service solutions to maximize dealership efficiencies
Desired Qualifications/Skills
- SME on various products and integrated solutions; familiar with capabilities and main features of select integrated solutions
- Superior Knowledge of dealership industry for all departments and reporting
- Has professional poise and comfort leading discussions with client decision makers regarding solution value and sales process
- Ability to proactively mentor new team members
- Must be able to calmly and professionally de-escalate situations through a variety of mediums – phone, email, in-person
- Clear and accurate communicator of information and ideas (both verbal and written), as well as engaging presenter exhibiting excellent interpersonal skills, patience and flexibility
- Advanced expertise to understand and communicate technical information to technical resources and non-technical users/customers
- Affinity for technology to keep personal IT skills and knowledge current
- Project management skills with ability to handle from initiation through delivery
- Highly independent and proactive contributor with domain expertise, capable of handling all customer communication and improving process and tools related to project delivery
- Ability to work independently and make decisions based on sound judgment but have an understanding to know when to escalate
- Knowledge of principles and processes for providing superior customer service
- Self-motivated, driven, reliable, responsible, dependable, detailed oriented, organized, perform self-review and correct own work without close supervision
- Experience building and maintaining relationships, while working to mitigate churn and drive engagement and adoption
- Empathetic, positive attitude with a desire to help our customers reach their goals
Requirements
- Minimum 2 years professional experience delivering solutions (such as training or consulting) to both technical and non-technical users, required
- Bachelor’s or Associate’s degree in related field, such as Communications, Business Management, or Education, strongly preferred (relevant work experience may be substituted)
- Customer service experience, required
- Sales experience, strongly preferred
- Project Management experience, strongly preferred
- Must be available to travel up to 25% of the time to possibly include weekends and holidays; ability to obtain a passport for international travel, as requested
Physical Requirements
- Ability to sit and/or stand for long periods of time depending on your position and/or getting up and down through your work shift
- Ability to use hands and fingers or adoptive equipment to safely operate assigned equipment
- Ability to lift up to 20 lbs or the weight of your baggage when travelling
- Ability to frequently lead discussions for a long period of time, and to hear and speak clearly by telephone and face-to-face
- Ability and means to travel on a flexible schedule as needed/up to 20% of the time. Travel requirements may include driving for periods of time, flying to customer sites and consecutive overnight stays.
The Exciting StuffBenefits
- Medical, Dental and Vision
- Competitive Compensation
- Paid Time Off (PTO)
- Volunteer Time Off (VTO)
- 14 Paid Holidays
- Lifestyle & Wellness Reimbursement
- Retirement Plan with Company Match
- Work equipment (laptop, monitor(s), keyboard, mouse, etc.)
- Destination office in Solana Beach, CA
- Hybrid work schedule
Location and CompensationThis is a hybrid-remote role; candidates based in San Diego county are expected to work a minimum of one day per week in the office, those residing outside of San Diego county will be considered fully remote. The base salary range for this role is $65,000 to $75,000 per year, with a variable component depending on a combination of factors, including, but not limited to, education, relevant work experience, qualifications, skills, certifications, location, etc.In addition to our comprehensive benefit package, our company encourages and supports career development.
We are equally invested in our employees’ success and believe in a partnership where individuals can grow professionally.CultureWe work hard and play hard; we strive to create a culture that is as equally challenging as it is fun and rewarding! Please view our social media pages to get a glimpse of our company sponsored events:Facebook: https://www.facebook.com/procedesoftwareofficial/LinkedIn: https://www.linkedin.com/company/procede-softwareWe are proud of our company and welcome you to visit our website to see why and learn a little bit more about us https://www.procedesoftware.com/company/We hope you are interested in our Company and our Customer Engagement Specialist role and welcome anyone to apply!Please be sure to add notifications@app.bamboohr.com to your email contact list to ensure delivery of all correspondence from us.Procede Software provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Procede will not sponsor applicants for immigration-related benefits.
