Customer Service - Product Support Specialist

Colonial Group; Buffalo (NY); Vor Ort; USD 55.000 - 90.000; Vollzeit

Zusammenfassung

Colonial Group in Buffalo, NY seeks a product-focused professional to manage the launch of new features for our dealer network. You will demo products, onboard dealers, coordinate inspections, and lead deployment with ongoing support and issue resolution.

You will translate dealer needs into actionable solutions, build relationships with stakeholders, and educate teams on the best product applications. Requires 3 years in sales/account management/product operations and a BA/BS degree.

Qualifikationen

• Bachelor's degree required.
• 3 years sales/account management/product operations or customer support.
• Read, write, speak and understand English.
• Able to handle ambiguity and rapid change with attention to detail.
• Strong communication and collaboration skills.
• Proficient with Excel and Salesforce CRM.

Aufgaben

• Actively support efforts to simplify and enhance the customer experience.
• Demonstrate products to dealer partners and sell benefits of ACV enhanced technology.
• Onboard dealer technology, train users, and coordinate first inspections.
• Lead deployment and ongoing support with dealer partners.
• Manage relationships with multiple internal and external stakeholders.
• Educate stakeholders on best applications of the product.
• Address challenges and escalate when required.
• Suggest improvements to mitigate risks and optimize processes.
• Perform other duties as assigned.

Kenntnisse

Sales experience

Customer focus

Communication

Attention to detail

Team collaboration

Adaptability

Ausbildung

Bachelor's degree

Tools

Salesforce CRM

Microsoft Excel

Jobbeschreibung

Who we are looking for:

You will be responsible for managing and facilitating the launch of new features and products to grow our dealer business. Specifically, you will be an integral part of a team that owns emerging product(s), including product demonstrations, product implementation, support, and training of our dealer partners, and providing ongoing support and troubleshooting assistance. You will serve as a customer advocate using your strong communication abilities, creative thinking, and problem-solving skills to drive dealer satisfaction. The ideal candidate will have experience grappling with ambiguous operational problems, framing up strategic solutions, and translating solutions into action.

What you will do:

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Conduct product demonstrations for vetted dealer partners, selling the benefits of ACV enhanced technology.
• Complete dealer product technology onboarding including system setup, training, and coordination of first inspection with Vehicle Condition Inspectors.
• Lead deployment and integration with dealer partners including regular ongoing support, while providing best in class service.
• Monitor, manage and build ongoing relationships with multiple internal and external stakeholders.
• Educate internal and external stakeholders on highest and best applications of the product.
• Confidently address product challenges with dealer partners, escalating to appropriate parties when required.
• Provide recommendations and/or solutions on how to mitigate future risks and issues.
• Proactively uncover program and process optimization opportunities and take cross-functional action to ensure optimizations are implemented.
• Perform other duties as assigned

What you will need:

• 4 Year / Bachelors Degree - required

• 3 year(s) Sales, account management, product management, product operations, or customer support
• Ability to read, write, speak and understand English.
• Be flexible and willing to adjust to multiple demands, ambiguity, and rapid change.
• Keen attention-to-detail and the ability to manage competing priorities simultaneously.
• Excellent interpersonal skills, able to communicate effectively and collaborate in a team environment.
• Strong communication skills geared towards understanding customer needs, articulating product benefits, and instilling confidence in a positive outcome.
• Proficient with Microsoft Excel, comfortable working with spreadsheets and formulas. Hands-on experience working in Salesforce CRM.

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