Customer Engagement Specialist

Procede Software is the leading provider of Dealer Management Solutions for the commercial trucking industry!!! Today, our enterprise dealer management system—Excede—is used by hundreds of dealerships across the United States and Canada to improve their operational efficiency and drive performance across all areas of their business.

The Customer Engagement Specialist (CES) will work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction, proactively educate and inform customers of available solutions to meet their needs, educate and empower customers to utilize self-service resources and leverage Procede’s processes for feature requests and assistance, and escalate customer issues to appropriate internal teams to achieve resolution.

This highly visible, vital role will establish and foster strong relationships with Procede’s customers and identify internal Procede key points of contact within each business unit to improve customer adoption and address product concerns.

Why Procede? - This is what our Chief Customer Officer (CCO) has to say...watch this video

The preferred location for this role is San Diego, CA. Local candidates will generally work a minimum of one day in the office per week. 

Primary Job 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.
• Capture customer success stories and use cases that drive innovation and marketing initiatives across the organization
• Establish a common understanding with the customer for the ROI they are receiving from Procede solutions as the strategy is executed
• 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
• Assist in compiling data-driven metrics, identifying patterns and trends, and participate in forecasting activities
• Lead and deliver discovery calls to understand nature and scope of customers primary business objectives and current challenges
• Support implementation go-live activities, as needed
• 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 challenges
• Development of project plans and roadmaps
• Follow-ups and project completion/validation of delivered services
• Assist customer with understanding product and service solutions to maximize dealership efficiencies
• Enhanced collaboration with Certified Partner program and Product teams for future solution enhancement or development opportunities

Desired Qualifications/Skills

• Knowledge of various products and integrated solutions; familiar with capabilities and main features of select integrated solutions
• Superior Knowledge of dealership industry for all departments
• Has professional poise and comfort leading discussions with client decision makers regarding solution value and sales process
  
• Must be able to calmly and professionally de-escalate situations through a variety of mediums – phone, email, in-person
• Clear and accurate communicator of information and ideas (both verbal and written), as well as engaging presenter exhibiting excellent interpersonal skills, patience and flexibility
• Must be available to travel up to 25% of the time to possibly include weekends and holidays; ability to obtain a passport for international travel, as requested
• Advanced expertise to understand and communicate technical information to technical resources and non-technical users/customers
• Affinity for technology to keep personal IT skills and knowledge current
• Requires innovation and imagination in planning, analyzing, and executing new programs
• Project management skills with ability to handle from initiation through delivery
• Highly independent and proactive contributor with domain expertise, capable of handling all customer communication and improving process and tools related to project delivery
• Advanced knowledge of tools utilized to create deliverable content
  
• Possess excellent organizational, time management and follow through skills
• Be reliable and dependable and demonstrate a passion for problem-solving
• Take initiative to seek knowledge utilizing all available resources
• Ability to work independently and make decisions based on sound judgment but have an understanding to know when to escalate
• Skilled at managing multiple deadlines, keeping projects on tasks and tactfully communicating scheduling changes, disruptions, and resetting expectations
• Knowledge of principles and processes for providing superior customer service
• The ability to think strategically and offer solutions rather than simply carry out requests
  
• Experience building and maintaining relationships, while working to mitigate churn and drive engagement and adoption
• Empathetic, positive attitude with a desire to help our customers reach their goals
• Possess a keen business acumen to clearly understand a customer’s business landscape and strategic priorities

Requirements

• 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, strongly preferred
• Transportation industry experience, preferred
• Project Management experience, strongly preferred
• Bachelor’s or Associate’s degree in related field, such as Communications, Business Management, or Education, strongly preferred (relevant work experience may be substituted)

Physical Requirements

• Ability to sit and/or stand for long periods of time depending on your position and/or getting up and down through your work shift
• Ability to use hands and fingers or adoptive equipment to safely operate assigned equipment
• Ability to lift up to 20 lbs or the weight of your baggage when travelling
• Ability to frequently lead discussions for a long period of time, and to hear and speak clearly by telephone and face-to-face
• Ability and means to travel on a flexible schedule as needed/up to 20% of the time. Travel requirements may include driving for periods of time, flying to customer sites and consecutive overnight stays.

The Exciting Stuff:

Benefits

• Medical, Dental and Vision
• Competitive Compensation
• Paid Time Off (PTO)
• Volunteer Day Off (VDO)
• 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 

Pay: $25 - $35 an hour

In additional to our comprehensive benefit package, our company encourages and supports career development. We are equally invested in our employee's success and believe in a partnership where individuals can grow professionally.

Culture

We work hard and play hard; we strive to create a culture that is as equally challenging as it is fun and rewarding! Please view our social media pages to get a glimpse of our company sponsored events:

Facebook: https://www.facebook.com/procedesoftwareofficial/

LinkedIn: https://www.linkedin.com/company/procede-software

We are proud of our company and welcome you to visit our website to see why and learn a little bit more about us https://www.procedesoftware.com/company/.

We hope you are interested in our Company and our Customer Engagement Specialist role and welcome anyone to apply!

Please be sure to add notifications@app.bamboohr.com to your email contact list to ensure delivery of all correspondence from us.

Procede Software provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Procede will not sponsor applicants for immigration-related benefits.

Salary : $25 - $35