Customer Service - Product Support Specialist

About the role

ACV is a technology company that has revolutionized how dealers buy and sell cars online, transforming the automotive industry with innovative, user-designed, data-driven applications and solutions. We are building the most trusted and efficient digital marketplace with data solutions for sourcing, selling, and managing used vehicles with transparency and comprehensive insights. As a Product Operations Specialist, you will manage and facilitate the launch of new features and products to grow our dealer business. You will be an integral part of a team that owns emerging product(s), including product demonstrations, product implementation, support, and training of our dealer partners, and providing ongoing support and troubleshooting assistance. You will serve as a customer advocate using strong communication abilities, creative thinking, and problem-solving skills to drive dealer satisfaction. The ideal candidate has experience grappling with ambiguous operational problems, framing strategic solutions, and translating solutions into action.

Benefits

• Multiple medical plans including a high deductible, low cost health plan
• Company-sponsored (paid) Short-Term Disability, Long-Term Disability, and Life Insurance
• Comprehensive optional benefits: Dental, Vision, Supplemental Life/AD&D, Legal/ID Protection, and Accident and Critical Illness Insurance
• Generous paid time off: the greater of 3 paid sick days or in accordance with applicable state/local paid sick leave law, 6 paid company holidays, 2 floating holidays, parental leave, bereavement leave, jury duty leave, voting leave, and other forms of paid leave as required by law
• Employee Stock Purchase Program with additional opportunities to earn stock in the Company
• Retirement planning through the Company’s 401(k)

Responsibilities

• Actively and consistently support all efforts to simplify and enhance the customer experience
• Conduct product demonstrations for vetted dealer partners, selling the benefits of ACV enhanced technology
• Complete dealer product technology onboarding including system setup, training, and coordination of first inspection with Vehicle Condition Inspectors
• Lead deployment and integration with dealer partners including regular ongoing support, while providing best in class service
• Monitor, manage and build ongoing relationships with multiple internal and external stakeholders
• Educate internal and external stakeholders on highest and best applications of the product
• Confidently address product challenges with dealer partners, escalating to appropriate parties when required
• Provide recommendations and/or solutions on how to mitigate future risks and issues
• Proactively uncover program and process optimization opportunities and take cross-functional action to ensure optimizations are implemented
• Perform other duties as assigned

Requirements

• 4 Year / Bachelors Degree — required
• 3 years experience in Sales, account management, product management, product operations, or customer support
• Ability to read, write, speak and understand English
• Flexible and willing to adjust to multiple demands, ambiguity, and rapid change
• Keen attention-to-detail and ability to manage competing priorities simultaneously
• Excellent interpersonal skills, able to communicate effectively and collaborate in a team environment
• Strong communication skills geared towards understanding customer needs, articulating product benefits, and instilling confidence in a positive outcome
• Proficient with Microsoft Excel, comfortable working with spreadsheets and formulas
• Hands-on experience working in Salesforce CRM

Values

• Trust & Transparency
• People First
• Positive Experiences
• Calm Persistence
• Never Settling

No immigration or work visa sponsorship provided for this position.