Product Delivery Specialist

ACV • Orlando, FL

5d • $87,000 - $108,000 • Onsite

About The Position

ACV is a technology company that has revolutionized how dealers buy and sell cars online, transforming the automotive industry. ACV Auctions Inc. (ACV) has applied innovation and user-designed, data-driven applications and solutions to build the most trusted and efficient digital marketplace with data solutions for sourcing, selling and managing used vehicles with transparency and comprehensive insights. ACV VIPER is an AI-powered hardware platform that helps automotive dealerships acquire more vehicles and grow service lane revenue. ACV is looking for a dynamic individual to ensure the platform is installed and optimally configured so customers realize immediate value on deployment. This role involves overseeing hardware installations, launching customers on the software platform, and configuring integrations with dealer management systems and CRMs. The Product Delivery Specialist will be the key customer relationship from on-site launch, understanding dealership operational dynamics and driving adoption with service drive managers and sales managers during the critical first 30 days. As an automotive expert, this role will support change management for customers to get maximum value from their ACV powered solution. VIPER is a new product launch for ACV, and we are seeking creative, resourceful people who are comfortable with ambiguity and dedicated to customer success.

Requirements

• 3–7 years in field implementation, technical onboarding, or solutions engineering, ideally in automotive technologies
• Occasional physical activity, including lifting up to 50 pounds, may be required on an incidental basis in the course of overseeing installations.
• Direct experience with automotive dealer-facing software systems (such as DMS, IMS, CRM, inspection )
• Experience working with dealer senior management and in customer relationship management roles
• Comfortable working in an automotive dealership environment directing and coordinating install technicians
• Wired to solve problems without a detailed playbook
• Comfortable with traveling approximately 75% of the time (typically 3 weeks per month. This is a core requirement of the role, not an occasional ask
• Excited about innovation and new technologies

Responsibilities

• Own each customer's end-to-end VIPER deployment as ACV's on-site advisor to dealership ownership and senior management.
• Independently assess each dealership's operations and design a customized deployment and configuration plan.
• Review and approve pre-install assessments to confirm dealership readiness.
• Direct and oversee on-site hardware installation; assist installation technicians to perform limited hands-on installation on occasion.
• Configure customer-specific software settings and select integration approaches for dealer DMS, service platforms, and similar software.
• Diagnose and resolve technical and integration issues in the field, escalating only code-level matters to Engineering.
• Waive or deviate from standard procedures without prior approval where warranted.
• Make the final go/no-go decision on launch readiness and customer handover.
• Resolve customer escalations, complaints, and disputes on site; commit ACV to reasonable remediation within defined parameters.
• Advise dealership leadership on operational changes to maximize adoption and formulate customer-specific adoption strategies.
• Provide on-site training to dealership staff within the first week; retrain existing customers as needed.
• Support remote diagnostics and resolution for post-launch issues during the 30-day adoption window.
• Partner with Product and Engineering to communicate field-level bugs, feature requests, and integration gaps.
• Contribute to installation standards, checklists, and SOPs as the VIPER program scales.

Benefits

• Multiple medical plans including a high deductible, low cost health plan
• Company-sponsored (paid) Short-Term Disability, Long-Term Disability, and Life Insurance
• Comprehensive optional benefits such as Dental, Vision, Supplemental Life/AD&D, Legal/ID Protection, and Accident and Critical Illness Insurance
• Generous paid time off options, including uncapped vacation days, the greater of 3 paid sick days or in accordance with the applicable state or local paid sick leave law, 6 paid company holidays, 2 floating holidays, parental leave, bereavement leave, jury duty leave, voting leave, and other forms of paid leave as required by applicable law or regulation
• Employee Stock Purchase Program with additional opportunities to earn stock in the Company
• Retirement planning through the Company’s 401(k)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed