Customer Engagement Specialist I

Procede Software LP•Solana Beach, CA

3d•$72,000•Hybrid

About The Position

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

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
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
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.

Nice To Haves

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)

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