Job Description

Responsibilities:

• Leading others to work effectively in a strong customer service and team-oriented environment
• Communicating regularly with senior leadership and account managers, providing reports and updates on all projects and opening critical, client and product issues
• Identifying system improvement opportunities based on tracking product support requests or repetitive issues and making recommendations to development and engineering on potential solutions
• Facilitating team meetings to communicate objectives, and status on targets and gather information regarding any roadblocks the support team may be facing
• Collaborating effectively in a fast-paced exciting environment to ensure that deployments, releases and activities are properly validated
• Up to 25% travel (fly) to client sites if necessary

Requirements:

• Strong understanding of CRM
• Experience in troubleshooting CRM-related issues
• Excellent customer management track record
• Excellent written and spoken communication
• Strong problem-solving and creative thinking
• Love solving complex technical problems and having fun while doing it
• SaaS experience (Nice to have)
• Good understanding of ITIL process guidelines for incident, change, and problem management (Nice to have)
• Dealership experience and DMS familiarity