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Implementation Specialist - Widgets

Sales Support (Dealer) | Santa Monica, CA | Full Time

Job Description

At Edmunds we’re driven to make car buying easier.  Ever since we began publishing printed car guides in the 60’s, the company has been in the business of trust, innovating ways to empower and support car shoppers.  When Edmunds launched the car industry’s first Internet site in 1994, we established a leadership position online and have never looked back.  Now, as one of the most trusted review sites on the Internet, millions of visitors use our research, shopping and buying tools every month to make an easy and informed decision on their next car.  For consumers, we bring peace of mind. For dealers, we make tools to help them solve their problems and sell more cars.  How do we do it,  you ask? The key ingredients are our enthusiastic employees, progressive company culture and cutting-edge technology.  Want to join the team?  Read on to find out how!

 

What You’re Applying For:

The Implementation Specialist will work with the dealer’s web provider to ensure the Edmunds web tool products are correctly implemented on the dealer’s website. The Implementation Specialist supports our Edmunds’ web tool products, such as CarCode, an innovative and growing communication platform, connecting tens of thousands of in-market buyers to Edmunds dealer partners. The Implementation Specialist will work with internal departments, customers, and partners to bring insights and efficiencies to our products, processes and data.

As an Implementation Specialist, you’ll work with internal teams, web providers, and third-party data vendors to ensure all online tools are correctly reflected on the dealer's site and within our internal tools and CRM. You’ll make things happen by leveraging your sharp analytical skills and problem solving abilities to create more efficient processes, develop opportunities for improvement, guide tool development, and analyze our data sets to become the Subject Matter Expert on Edmunds’ dealer web tools.

What You’ll Do:

  • Network, collaborate and build long-term, trusting relationships with vendors and internal teams, such as Dealer Support, Sales, Product and Development

  • Serve as a first level escalation point for web tool issues; diagnose and resolve customer concerns

  • Work with external vendors to implement web tools and identify any installation blockers, procure assets and ensure a complete installation quickly

  • Maintain basic knowledge of OEM Programs, Products & Guidelines, and stay abreast of changes, updates and modifications as it relates to website compliance and effectively communicate this information to Dealer Success teams

  • Provide meticulous, detailed, and timely documentation in Salesforce CRM

  • Build rapport and elicit status details from internal and external customers. Understand and anticipate customer needs

  • Communicate with internal clients and external vendors in a clear and positive manner that avoids confusion and ensures understanding of next steps

  • Provide high quality support and product feedback to internal teams

  • Demonstrate appropriate ownership/accountability for all cases worked and prioritize cases in accordance with level of urgency

  • Quickly troubleshoot/ assess technical problems, be resourceful in obtaining information and develop a resolution strategy

 

Challenges:

  • You need to have true grit to fight for knowledge and get to the truth of the problem.

  • Interacting with non-technical and very technical individuals can be difficult, you will need to have the great customer support communications in order to satisfy our internal customers and external vendors.

  • Dealing with technical dealer and industry knowledge can be tedious, you will need to love the nitty gritty details and hunger to understand how it all fits together in order to be successful in your career as a Implementation Specialist.

  • It’s easy to get bogged down in our support, you will need to figure out how to balance your insights and efficiencies project work along with our support work in order to move the team forward.

 

What You Need:

  • Solid analytical and technical skills such as Web Applications, SQL, HTML

  • Fast learner – you can easily and quickly pick up and learn new concepts

  • Exceptional interpersonal skills, with a focus on rapport-building, and active listening

  • Ability to work independently and collaborate well with others

  • Ability to focus and investigate a variety of client and technical issues

  • Superior organization and prioritization skills

  • Flexibility & ability to adapt quickly to process changes

  • Creative thinker and diligent problem solver

  • Solution oriented mindset, taking an active approach in problem solving

  • Experience with CRM software (e.g. Salesforce) is a major plus

  • Passion for our mission to deliver industry leading service for our dealers

  • BA/BS degree

 

Working @ Edmunds.com:

Employees think it’s a pretty great place to work and some pretty impressive publications think it is too: we have been recognized as one of the best places to work by the Fortune Magazine and Great Places to Work, LA Business Journal (for the last 6 years!), Computerworld, and Built in LA.  We've also been identified as one of the best workplaces specifically in Technology and also for Diversity and Asian Americans.  In fact, our CEO, Avi Steinlauf, was rated as one of Glassdoor's Highest Rated CEOs!  If you’re interested in learning more and joining our mission, we’d love to hear from you!

 

Edmunds will consider for employment qualified candidates with criminal histories in a manner consistent with the requirements of all applicable laws.