Dealer Partner Support Specialist

Summary

Join AutoFi as a Dealer Partner Support Specialist and work directly with dealership partners to ensure their program parameters are functioning correctly. You will become a subject matter expert on AutoFi's products and services, providing exceptional support to internal and external clients. This role involves collaborating with various teams, resolving inquiries, making program adjustments, and proactively identifying opportunities for improvement. The ideal candidate possesses strong communication, time management, and organizational skills, along with experience in support and/or account management. AutoFi offers a competitive total rewards package, including full training, comprehensive health benefits, flexible work hours, a remote environment, and professional development opportunities.

Requirements

• 3-5 years experience working in Support and/or Account Management roles
• 2-3 years experience working with SaaS solutions and integrations
• Excellent written/verbal communication skills, and ability to navigate challenging internal/external situations
• Detail oriented, with excellent organization, critical thinking and time management skills
• Self-starter who takes initiative and works well both independently and as part of a team

Responsibilities

• Participate in building a transparent, cohesive and collaborative team environment with a culture of open communication and feedback
• Work directly with Dealership personnel, decision makers and their representatives to maintain and optimize their program configurations and use of AutoFi’s platform offerings
• Work collaboratively with the Performance Management team (Dealer Strategy/Account Management) to ensure Dealer Partner needs are understood and well communicated
• Respond promptly and professionally to internal and external Client inquiries verbally and in writing, following up as needed towards a satisfactory outcome against established SLAs
• Coordinate with different internal departments including Dealer Implementations, Operational Services, Data and Analytics to identify the best course of action towards supporting existing features and implementing optimizations for current Dealer partners
• Maintain lines of communication with vendors, internal and external Clients to ensure adherence to protocols and a satisfactory support experience
• Work cooperatively within the Partner Performance Services team to assist with first line support responsibilities as necessary across all Partner verticals
• Proactively develop and implement strategies that identify areas of opportunity and risk mitigation related to the use of AutoFi’s products within different Dealership environments across in-store and digital retail sales models
• Develop and maintain internal processes for proactively screening Dealer Partner Programs for performance anomalies, inclusive of taking necessary steps to resolve challenges identified
• Escalate issues affecting Dealer Partner program health to the appropriate stakeholders for resolution when applicable, following through as necessary to ensure a satisfactory outcome
• Assist with developing and maintaining instructional documentation related to the application and ongoing maintenance requirements of various configuration options and features, inclusive of the nuances, pros and cons of various approaches
• Recommend new procedures for increasing the efficiency and effectiveness of the day to day Dealer Support ecosystem while cooperatively building and expanding on knowledge and documentation related to AutoFi’s suite of products and their use cases
• Identify common requests and challenges, strategies for mitigating them, and work with the team to establish repeatable best practices for handling or transitioning these items as appropriate
• Work cross-departmentally to develop and enhance best practices and processes towards effectively supporting our Partners in a consistent, efficient fashion
• Able to work flexible hours as needed: Some evenings and weekends

Preferred Qualifications

• Experience with APIs, JSON and Website programming (CSS & HTML)
• Familiarity with car dealership business models and related roles/responsibilities
• Familiarity with Jira, Salesforce and Postman
• Automotive industry experience

Benefits

• Full training and a competitive total rewards package along with great benefits
• Medical, Dental & Vision coverage - 100% premium coverage for employee / 50+% for dependents
• Flexible work hours
• Remote environment
• Competitive pay
• Visionary leadership team
• Growth opportunities within a dynamic culture
• Wellness & cultural initiatives (fitness challenges, wellness webinars, virtual games, regional activities, etc.)
• Up to $1K per year for employee professional development
• Stock options - we are all owners!