Reports to

Implementation Manager

Key Partnerships

External customers, Sales, Customer Success, Support, and Product teams

Mission & Vision

We transform how vehicle sellers engage, educate, and interact with shoppers across the entire customer journey, by harnessing the power of digital technology and data. We deliver the world’s most engaging customer experiences for vehicle seller of every type and size.

Job Summary

The Implementation Specialist will ensure the expectations set by our sales team are met and exceeded in facilitating the transition. The successful candidate will work to develop relationships with assigned customers and have a deep understanding of their business practices to effectively configure and customize Impel products. The Implementation Specialist will utilize video conferencing to communicate and work interactively with customers until the implementation process is complete.

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. 

Problem Solving

• Independently manage implementations using best practices around system setup and adoption
• Manage customer issues from discovery through resolution, demonstrating the ability to triage issues and manage customer expectations
• Ensure all incoming customer requests and concerns are resolved in an urgent, professional, and personable manner

Communication

• Adept at solving complicated technical problems while conversing with customers who have a wide range of skill set
• Excellent organizational, interpersonal, and communication (written and verbal) skills
• Train and educate dealer staff to maximize utilization and provide direction for success
• Utilize Gainsight and Salesforce to document and track customer inquiries and interactions
• Work cross-functionally to deliver customer delight

Other

• Maintains confidentiality of work-related issues, records, and company information.
• Demonstrates a commitment to Diversity, Equity, and inclusion by treating everyone with respect and dignity, ensuring all voices are heard and advocating change.
• Exceptional time management skills with the ability to handle multiple projects simultaneously
• Ability to successfully work independently and as a productive member of a team
• Perform other related duties such as participating in various projects, pilot groups, or initiatives
• Have great attention to detail
• Ability to command an audience
• Ability to work in a fast-paced ever-changing environment while solving problems quickly and creatively
• 10-15% Travel

Qualifications

The ideal Implementation Specialist will have 2-3 years of prior experience in Customer success or implementation responsibilities. A Bachelor’s degree is preferred. Proficient in Microsoft Office Suite and Google Suite, a positive customer first mindset, technically savvy, and Bilingual a plus.