Dealer-FX Group Hiring for Customer Experience Manager at Markham, ON Full Time

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.