Product Delivery Specialist

ACV•Orlando, FL

7d•Onsite

About The Position

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 ACV platform is installed and optimally configured for immediate value upon deployment. As a Product Delivery Specialist, you will oversee hardware installations in dealership environments, provide white-glove service on software platform launches, and seamlessly configure integrations with dealer management systems and CRMs. As the customer’s key relationship from on-site launch, you will understand the operational dynamics of the customer while driving adoption from critical stakeholders. As an automotive expert, you will support the change management necessary to maximize value from their ACV powered solution. VIPER is a new product launch for ACV. The ideal candidate is creative, resourceful, comfortable with ambiguity and dedicated to customer success.

Requirements

Ability to read, write, speak and understand English.
Minimum of 3 years experience in field technology implementation, technical onboarding, solutions engineering, preferable within automotive technologies
Ability to lift up to 50 lbs.
Experience with automotive dealer-facing systems (including but not limited to DMS, IMS, CRM, inspection software).
Experience working with C-suite in customer relationship capacity.
Comfortable working in an automotive environment.
Ability to problem solve quickly using available resources.
Ability to travel nationally (75% travel).
Ability to understand and learn new technologies.

Responsibilities

Actively and consistently support all efforts to simplify and enhance the customer experience.
Be primarily responsible for the installation, commissioning, and hand-off of Viper to end user customers.
Oversee on-site installation of the VIPER hardware in dealer service drives.
Review and approve pre-install assessments to certify customer readiness.
Coordinate with internal and external partners to align for successful installs.
Configure customer-specific software settings and manage integrations with dealer DMS, service platforms and other similar software.
Troubleshoot hardware, software, and integration issues during and after installation.
Perform quality assurance checks on completed installations before customer handover.
Escalate complex technical issues to engineering with detailed documentation and reproduction steps.
Support remote diagnostics and resolution for post-launch issues during the 30-day adoption window.
Execute the VIPER launch playbook across service drive and sales.
Train customer staff and drive active scan volume from day one.
Partner with Product and Engineering to communicate field-level bugs, feature requests, and integration gaps.
Collect customer feedback and contribute to ongoing playbook improvements to ensure the ongoing success of the product.
Contribute to the development of installation standards, checklists, and SOPs as the VIPER program scales.
Travel nationally, to provide on-site support.
Perform other duties as assigned.