Customer Engagement Specialist I

Description

Since 2001, Procede Software has been a leading provider of enterprise-level Dealer Management Solutions (DMS) for the heavy-duty truck and ancillary markets. Serving dealer locations throughout the United States, Canada, and Australia, the industry’s leading dealerships trust Excede to run their business because of its full functionality across all dealership departments, high reliability, and strong integration with their OEM providers. Excede, its powerful DMS, leverages the strength of Microsoft® SQL technology to provide advanced Windows® and browser-based applications with real-time information.

The Customer Engagement Specialist I (CES) partners with customers to drive satisfaction, product adoption, and long-term success. This role proactively educates customers on available solutions, promotes self-service resources, and supports them through key stages of the customer journey. The CES identifies opportunities for upsell and expansion, escalates issues as needed, and builds strong cross-functional relationships to enhance the overall customer experience.

Why Procede? - This is what our Chief Customer Officer has to say… watch this video

Primary Job Responsibilities

• Work with customers to identify issues, deficiencies, and opportunities, and assist with matching the customer with the product, tool, integration, service, or team best suited to offer assistance and resolution. At times, may directly deliver the provided solution.
• Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
• Achieve predefined revenue quotas through solution upsells, while building and promoting services and packages including all phases of estimate creation through final approval and invoicing
• Lead and deliver discovery calls to understand nature and scope of customers primary business objectives and current challenges
• Promote collaboration between Customer Success and other Procede departments and advocate for process, tools and products that enhance the overall customer experience
• Proactively engage with existing customers and internal stakeholders to build and foster partnerships, identify needs and opportunities, and drive project success from initiation to completion.
• Execute strategies to collect referrals and references with appropriate feedback loops to sales and marketing
• Maintain customer relationship throughout solution onboarding and adoption including managing customer expectations as they overcome challenge
• Assist customer with understanding product and service solutions to maximize dealership efficiencies
• Record all communication in Pulse to enhance internally collaboration
• Enhanced collaboration with Certified Partner program and Product teams for future solution enhancement or development opportunities
  
  

Desired Qualifications/Skills

• Has professional poise and comfort leading discussions with client decision makers regarding solution value and sales process
• Must be able to calmly and professionally de-escalate situations through a variety of mediums – phone, email, in-person
• Clear and accurate communicator of information and ideas (both verbal and written), as well as engaging presenter exhibiting excellent interpersonal skills, patience and flexibility
• Must be available to travel up to 25% of the time to possibly include weekends and holidays; ability to obtain a passport for international travel, as requested
• Advanced expertise to understand and communicate technical information to technical resources and non-technical users/customers
• Project management skills with ability to handle from initiation through delivery
• Possess excellent organizational, time management and follow through skills
• Ability to work independently and make decisions based on sound judgment but have an understanding to know when to escalate
• Skilled at managing multiple deadlines, keeping projects on tasks and tactfully communicating scheduling changes, disruptions, and resetting expectations
• Knowledge of principles and processes for providing superior customer service
• The ability to think strategically and offer solutions rather than simply carry out requests
• Experience building and maintaining relationships, while working to mitigate churn and drive engagement and adoption
• Empathetic, positive attitude with a desire to help our customers reach their goals
• Possess a keen business acumen to clearly understand a customer’s business landscape and strategic priorities
  
  

Requirements

• Minimum 1 year professional experience delivering solutions (such as training or consulting) to both technical and non-technical users, required
• Customer service experience, required
• Solution Sales experience, preferred
• Transportation industry experience, preferred
• Project Management experience, preferred
• Bachelor’s or Associate’s degree in related field, such as Communications, Business Management, or Education, preferred (relevant work experience may be substituted)
  
  

Physical Requirements

• Ability to sit and/or stand for long periods of time depending on your position and/or getting up and down through your work shift
• Ability to use hands and fingers or adoptive equipment to safely operate assigned equipment
• Ability to lift up to 20 lbs or the weight of your baggage when travelling
• Ability to frequently lead discussions for a long period of time, and to hear and speak clearly by telephone and face-to-face
• Ability and means to travel on a flexible schedule as needed/up to 25% of the time. Travel requirements may include driving for periods of time, flying to customer sites and consecutive overnight stays.
  
  

The Exciting Stuff

Benefits

• Medical, Dental and Vision
• Competitive Compensation
• Paid Time Off (PTO)
• Volunteer Time Off (VTO)
• 14 Paid Holidays
• Lifestyle & Wellness Reimbursement
• Retirement Plan with Company Match
• Work equipment (laptop, monitor(s), keyboard, mouse, etc.)
• Destination office in Solana Beach, CA
• Hybrid work schedule
  
  

Location and Compensation

This is a hybrid-remote role; candidates based in San Diego county are expected to work a minimum of one day per week in the office, those residing outside of San Diego county will be considered fully remote. The base salary for this role starts at $72,000 per year, plus a variable compensation plan, based on factors such as education, experience, qualifications, skills, certifications, and location, etc.

In addition to our comprehensive benefit package, our company encourages and supports career development. We are equally invested in our employees’ success and believe in a partnership where individuals can grow professionally.

Culture

We Work Hard And Play Hard; We Strive To Create a Culture That Is As Equally Challenging As It Is Fun And Rewarding! Please View Our Social Media Pages To Get a Glimpse Of Our Company Sponsored Events

Facebook: https://www.facebook.com/procedesoftwareofficial/

LinkedIn: https://www.linkedin.com/company/procede-software

We are proud of our company and welcome you to visit our website to see why and learn a little bit more about us: https://www.procedesoftware.com/company/.

We hope you are interested in our Company and our Customer Engagement Specialist I role and welcome anyone to apply!

Procede Software provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Procede will not sponsor applicants for immigration-related benefits.