The CXM will achieve success by remotely managing the set up and installation of customer, train the dealership staff and manage the account on a go-forward basis to increase knowledge and utilization of our software and processes and remove roadblocks so that they maximize their profits, drive a better experience for the vehicle owners and stay loyal to Dealer-FX. The CXM might work on their own on some accounts and might partner with the field on others depending on dealer size and product scope.
**Note this is a remote position
Responsibilities:
Serve as the first point of contact for the customer at different stages of the customer journey
Maintain a solid understanding of Dealer-FX software and processes
Facilitate webinars attended by dealer(s) so that they understand how to configure our software solutions to fit their requirements
Assist clients in setting up our software solutions in a way that will fit with their processes
Engage with dealership personnel (Principal, Service Manager/Director, Service Advisors) to highlight the benefits of our software
Train dealership personnel on how to use our software
Identify any roadblocks to dealership satisfaction and success and action plan to get them resolved
Monitor KPIs and follow-up with dealership to ensure that software utilization matches target and that dealership is retained as a customer
Ensure setup is sustainable and maintained
Identify opportunities for upsell and cross sell
Partner with field staff on select accounts
Collaborate with the team to help improve the program and customer experience
Qualifications:
Well-organized and detail oriented, with experience in the automotive industry
Ability to problem solve in a fast paced and diverse environment
Excellent communication skills and the ability to interact with all levels of management from the Dealerships Owners to Service Advisors
Ability to setup complex software products
Engaging presentation and training skills as portrayed in training presentations
Knowledge of Service Department front operations
No unsolicited agency referrals please
Dealer-FX is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability or any other characteristic protected by law. Accommodation is available upon request for applicants with disabilities.
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