Customer Engagement Specialist I

Procede Software is a leading provider of enterprise-level Dealer Management Solutions for the heavy-duty truck market. The Customer Engagement Specialist I partners with customers to drive satisfaction and product adoption while supporting them through key stages of their journey and identifying opportunities for upsell and expansion.

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

Skills

• Minimum 1 year professional experience delivering solutions (such as training or consulting) to both technical and non-technical users, required
• Customer service experience, required
• 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)

Benefits

• Medical, Dental and Vision
• Competitive Compensation
• Paid Time Off (PTO)
• Volunteer Time Off (VTO)
• 14 Paid Holidays
• Lifestyle & Wellness Reimbursement
• Retirement Plan with Company Match
• Work equipment (laptop, monitor(s), keyboard, mouse, etc.)
• Destination office in Solana Beach, CA
• Hybrid work schedule

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