Customer Project / Program Manager (DealerTrack DMS)

Cox Automotive • Draper, UT

270d • $65,000 - $98,300 • Remote

About The Position

The Customer Project/Program Manager is responsible for overseeing and coordinating installation and implementation teams to ensure successful project completion that meets client expectations and internal requirements. This role involves collaborating with the dealer group's Project Champion to align resources and team members, ensuring proper customization, system and software configuration, and consistent setups across multiple CAI brands (primarily DealerTrack DMS). Additionally, the Customer Project/Program Manager provides project status updates to stakeholders, identifies project risks, communicates potential impacts to timelines, and manages escalations.

Requirements

• Bachelor's degree in a related discipline and 2 years' experience in a related field.
• 2+ years of Dealer Management System (DMS) Implementation/Training experience.
• Demonstrated ability to manage multiple tasks and prioritize effectively.
• Strong knowledge of good customer service practices and project management.
• Customer-oriented and service-minded.
• Excellent time management, communication, and presentation skills.
• Proven ability to de-escalate clients through active listening and problem-solving practices.
• Ability to identify problems and initiate corrective and preventative actions.
• Demonstrated proof of meeting expected deliverables.
• Ability to handle increasingly high volumes of work in a fast-paced environment in a calm manner.

Nice To Haves

• Bachelor's degree.
• Project Management experience.
• Experience with Dealer Management System (DMS) such as CDK, Tekion, Reynolds & Reynolds, Automate, Autosoft, etc.

Responsibilities

• Manage implementation and training timelines for various project types involving Dealertrack DMS and other CAI brand products.
• Facilitate the flow of information between dealers and internal teams to ensure a clear understanding of timelines, responsibilities, and expectations.
• Collect data and information from dealers in a timely and efficient manner.
• Prepare and communicate status reports on overall project progress to dealer stakeholders, managers, performance managers, and the training department.
• Proactively identify, manage, and communicate risks and issues.
• Ensure customer expectations are met throughout the implementation and training cycle.
• Serve as a liaison between departments, including communicating with Sales about projects with failure to launch risks, collaborating with Performance Management on client engagement, and coordinating with the Client Training team for training delivery, if applicable.
• Collaborate with leadership to achieve monthly activation budget goals.
• Utilize comprehensive knowledge of DMS and implementation processes to ensure successful project outcomes.

Benefits

• Flexible vacation policy allowing employees to take as much vacation with pay as they deem consistent with their duties.
• Seven paid holidays throughout the calendar year.
• Up to 160 hours of paid wellness annually for their own wellness or that of family members.
• Additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
• Health care insurance (medical, dental, vision).
• Retirement planning (401(k)).
• Paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Wholesale Trade Agents and Brokers
• Education Level: Bachelor's degree