CUSTOMER EXPERIENCE ADVOCATE

Tntx, Llc; Grapevine (TX); On-site; USD 60,000 - 90,000; Full time

Job summary

DTNA is seeking a Customer Experience Advocate focused on post-sale relationships for a portfolio of fleet accounts. You will keep trucks on the road, maximize Detroit digital tools usage, and move from reactive support to proactive partnerships.

You will coordinate breakdowns, manage escalations, and collaborate with cross-functional teams to resolve uptime issues while onboarding new fleets and leading reviews. Travel to sites is expected.

Qualifications

• Customer-first mindset and calm under pressure are essential.
• Ability to juggle multiple accounts and escalations.
• Working knowledge of heavy-duty truck operations and service.
• Comfort with dashboards and data (Tableau or similar).
• Strong written and verbal communication skills.
• Organized, detail-oriented, and self-directed.

Responsibilities

• Coordinate breakdown resolution, expediting parts and repairs to minimize downtime.
• Manage escalations for accounts using our tiered process and provide updates.
• Collaborate with Service, Parts, Sales, Warranty, and Solutions Center to solve uptime issues.
• Onboard new fleet customers and train teams on DTNA digital tools (Detroit Connect, Virtual Technician, Service Tracker, Excelerator).
• Lead quarterly and annual account reviews covering uptime, breakdown trends, and tool usage.
• Communicate recalls, campaigns, and service bulletins and track completion.
• Build relationships through site visits and ride-alongs, gathering customer feedback to drive improvements.
• Keep accurate records in our CX system and provide updates via Slack.

Skills

Customer-first mindset

Calm under pressure

Account juggling

Heavy-duty truck operations

Dashboard data (Tableau)

Written and verbal communication

Organized and detail-oriented

Tools

Tableau

Slack

Microsoft Office

Job description

As a Customer Experience Advocate, you'll own the post-sale relationship for a portfolio of fleet accounts and act as the customer's advocate inside our dealership. You'll help keep trucks on the road, help fleets get the most from Detroit’s digital tools, and move relationships from reactive support to proactive partnership.

What You'll Do

• Coordinate breakdown resolution, expediting parts and repairs to minimize downtime
• Manage escalations for your accounts using our tiered process, keeping customers updated through resolution
• Work with Service, Parts, Sales, Warranty, and the Solutions Center to solve uptime issues
• Onboard new fleet customers and train their teams on DTNA digital tools (Detroit Connect, Virtual Technician, Service Tracker, Excelerator, and more)
• Lead quarterly and annual account reviews covering uptime, breakdown trends, and tool usage
• Communicate recalls, campaigns, and service bulletins and track completion
• Build relationships through site visits and ride-alongs, and capture customer feedback to drive improvement
• Keep accurate records in our CX system and provide updates via Slack

What You Bring

• Customer-first mindset and calm under pressure
• Ability to juggle multiple accounts and escalations at once
• Working knowledge of heavy-duty truck operations and service
• Comfort with dashboards and data (Tableau or similar)
• Strong written and verbal communication
• Organized, detail-oriented, and self-directed

Preferred

• 3-5 years in customer success, account management, service, or operations, ideally in trucking, heavy equipment, or a dealership
• Familiarity with DTNA platform tools
• Microsoft Office and Slack
• Valid driver's license

Travel:

Travel to customer and dealership sites is required and may be extensive at times.