Job description
The Digital Sales Launch and Support Specialist will be responsible for launching and supporting new digital vehicle and e-commerce products for the North American market. The role will coordinate activities including but not limited to building out launch and communication plans, dealer and customer support optimization for maximizing our new product launches. The Digital Sales Launch and Support specialist will cooperate with dealers, the international project team, as well as all necessary teams. He or she establishes best business practices and seeks to enhance digital solutions that enhance sales effectiveness and customer satisfaction to ensure a premium and industry-leading customer experience online.Primary Responsibilities
• Coordinate with all relevant departments to ensure that all managed processes and practices are coordinated for product launches including communication, training, and required documents
• Set-up processes and responsibilities to ensure the best support organization around inbound queries from customers and dealers to ensure a premium experience for our digital sales channels
• Create and manage a robust training program to outline the new features and value to dealers and customers to ensure that all new digital products
• Management of best practices and learnings to ensure the highest adoption levels of new digital products
• Be the subject-matter-expert for the new solutions, being the first point of contact for information & questions
• Document operating procedures and proactively create process efficiencies through continuous improvement efforts of dealer support
• Work closely with the product manager to ensure that we successfully implement, track and report on new digital product solutions
• Manage daily, weekly, monthly reports for internal and external stakeholders to ensure that we meet our goals and recommend processes and incentives to build long term revenue from the platform
• Work directly and develop relationships with key suppliers to ensure that they meet the service standards for our digital products
• Work closely with the Product Manager to ensure new ideas and learnings from customers and dealers are built into the long-term product strategy
• Participate and support workshops around new product features for the North American Market
Qualifications
Education:
Bachelor's degree in business, engineering, or similar field required
Experience (Job and Industry):
• 3-5 years of experience in the Automotive, E-Commerce or Consulting industry
• Previous experience working with cross-functional teams and projects required
• Experience with, understanding of and interest in new technologies
• Knowledge of web development, maintenance, and troubleshooting required
• Ability to understand complex data and narrow down to essential information
• Able to maintain confidentiality of sensitive information and assess how to manage the communication flow accordingly
• Responsible for the proper usage, awareness, and compliance with IT security policies
• Strong knowledge of the North American market
• Knowledge of SaaS industry supporting auto dealerships with tools like CRM, DMS, DR etc. is helpful
• Knowledge of sales and dealership processes in the automotive industry is helpful
• Distinct retail and customer service experience
• Advanced experience with standard MS Office applications (Excel, Word, PowerPoint, etc.)
Skills and Competencies:
• Distinct customer orientation, professional presence and assertiveness
• Ability to understand complex data and narrow it down to essential information
• Detail-oriented
• Ability to prioritize and work under tight deadlines
• Strong team player with excellent interpersonal skills
• Independent and fast work style, high dedication
• Analytical and problem solving
• Proficient working in a multi-cultural environment
• Able to maintain confidentiality of sensitive information and assess how to manage the communication flow accordingly
• Outstanding analytical, organizational and negotiating skills
• Strong verbal and writing communication skills in English, German is a plus
Expired job