This role is based in the UK. Candidate must be located in the UK. 

Job Type

Full-time, Work from Home / Occasional Travel

Mission & Vision

Impel offers automotive dealers, wholesalers, OEMs and third-party marketplaces the industry’s most advanced digital engagement platform. The company’s end-to-end omnichannel solution leverages proprietary shopper behavioural data and AI technology to deliver hyper-personalized experiences at every touchpoint across the entire customer

journey. Impel’s merchandising, communication, marketing and imaging applications work seamlessly with all major website, CRM and DMS platforms. To date, the company has delivered more than 2 billion shopper interactions across more than 50 countries. To learn more about Impel, visit Impel.ai.

Job Summary 

As the Technical Account Specialist, you will act as a key point of contact for existing customer queries and new customer onboarding support. You will be responsible for supporting the successful onboarding of customers across a range of products utilising bespoke back-office management systems, as well as ongoing issue resolution and product development discussions. You will be responsible for developing strong relationships with the account management team as well as other internal stakeholders responsible for product development and service delivery. To be successful, you should be organised, excel at communication and project management, and have a passion for delivering technical software solutions to customers. The ability to manage multiple tasks concurrently and work with management to prioritise workload is key.

Our Values 

Relationships – We are dedicated to transparency, open communication and building trust that lasts beyond a transaction.

Grit – We approach every activity and opportunity with tenacity and tireless execution. 

Results – We achieve success for our partners and take personal accountability for everything we do. 

Energy – We never settle, we constantly seek out new ideas with ambition and enthusiasm.

Inventiveness – We lead with curiosity, which drives us towards continuous learning and innovation.

Passion – We share an entrepreneurial spirit that inspires us to go above and beyond everything we do. 

Key Areas of Responsibility:

• Develop an intimate technical understanding of the Impel product suites and associated back-office systems to ensure smooth account setup and ongoing service for Impel customers
• Help launch and onboard client accounts across a range of products and service including the market leading Impel AI and merchandising suites
• Work in tandem with the client facing account management team to provide white-glove service to your clients by serving as their primary point of contact for technical issues
• As the subject matter expert, participate in new client kick-off calls as well as integration discussions with 3rd party software providers, web providers and marketplaces
• Work closely with internal 2 nd and 3 rd line support teams to escalate and prioritise remedial work
• Work closely with account management and product teams to identify and prioritise product and service enhancement
• Support account management team on client calls
• Cultivate strong relationships with key internal stakeholders across multiple market territories within the business
• Identify barriers to success, define the resolution and manage internal resources to help resolve
• Ensure all incoming client requests and concerns are resolved in a timely, professional, and personable manner
• Utilise internal systems such as Salesforce, Gainsight, Confluence, Jira and GSheets to document track issues, product development, customer inquiries and interactions
• Perform other related duties such as participating in various projects or initiatives

Requirements

• Strong business acumen
• Lateral thinker who is curious to learn more and develop a technical awareness of products to identify and solve problems
• Motivated and comfortable working remotely
• Effectively work cross-functionally and with a wide range of people with differentbskill sets and countries
• Excellent organisational, interpersonal, and communication (written and verbal) skills
• Demonstrate tenacity and a commitment to deliver and be accountable for results
• Exceptional time management skills with the ability to handle multiple projects/client requests simultaneously
• Ability to work in a fast-paced environment while solving problems quickly and creatively
• Proficient in Microsoft Office Suite and G-Suite
• Comfortable working in a fast-paced and dynamic environment
• Positive, customer first attitude
• Ability to learn quickly and adapt to change
• Analytical and data-driven mindset, Google Analytics experience preferred

Additional Requirements:

• Occasional travel (to support client meetings where required – limited)
• Undergraduate degree preferred or 3-5 years of relevant work experience
• Knowledge of the Automotive Software Industry preferred