Director, Customer Care and Engagement Job in Redwood City 94065, California Us

 

Corporate Overview

 

Xtime is SaaS provider of state-of-the-art Service CRM and scheduling solutions for automotive dealerships. Xtime’s web-based applications provide automotive dealerships the ability to dramatically improve profitability through service department efficiency of and increased customer-paid service revenue. A position at Xtime offers an excellent opportunity to join a fast-growing, market- leading, pre-IPO organization. We offer a comprehensive benefits program including health and dental insurance, vacation and holidays, and a 401-K plan.

 

Position Title:  Director, Customer Care and Engagement

 

Position Description

 

The Xtime Director of Customer Care and Engagement (CCE) is responsible for our outreach, education and advocacy for customers.  The role ensures that customers are actively using our products to maximum benefit. The position is also responsible developing, maintaining and continuously improving our outreach programs.  Specific activities include the following tasks:

 

·        Plan, develop, and execute the roadmap for the CCE organization

·        Develop training materials, publications, videos and other training mechanisms to provide enhancements to the Xtime University program

·        Work with other internal organizations and customers to determine the necessary reports and reporting mechanisms that provide insight into dealership performance and identify opportunities for improvement

·        Provide leadership to staff members who are responsible for conducting customer outreach

·        Ensure ongoing monitoring and conduct re-visits to customers to determine if recommendations have been implemented, results of recommendations, and new opportunities for continued performance improvement

·        Serve as both internal and external primary point of contact for a particular manufacturer for overall program status and implementation updates

·        Ensure all customer status reports are up-to-date and accurate working with other team members.

·        Ensure all Monthly reports are accurate and conform to the agreed-upon format.

·        Ensure all team members understand and work toward the targeted number of weekly outreach opportunities and recommend appropriate actions to clear obstacles.

·        Act as enterprise customer and dealership advocate within Xtime.

 

Industry Specific Background

 

·        At least 10 years Automotive Industry experience within an OE(with preference to Chrysler, GM, Volkswagen, Nissan, Hyundai, and Toyota), dealer group(s),regional group(s), dealership(s), and/or industry vendor(s) to previously listed entities,

·        Demonstrated track record of developing and implementing OE level programs across automotive dealerships that reinforce product value and product education

·        Demonstrated track record of building out customer learning environments with web, print, video components

·        Experience developing and maintaining customer documentation and publications in the automotive sector

 

The Xtime Director of CCE will be responsible for working in a dynamic and complex technical environment within Xtime and must be able to translate these complexities into operational actions for Xtime’s customers.

 

Technical/ManagementSkills

 

The following skills and experience will be essential to meet the needs of this challenging position:

·        Experience with software systems and processes related to software operation

·        Experienced in implementing customer outreach programs that enhance product value/adoption and company perception

·        Management experience with geographically diverse workforce and being able to ensure operational objectives are consistently maintained

·        Ability and eagerness to learn complex technology, and basic understanding of web-based systems

 

Other Required Skills

 

·        Critical thinking and problem solving skills

·        Ability to clearly and effectively discuss technical issues with non-technical customer personnel

·        Ability to analyze date and develop interpretations and recommendations that can be acted upon by our customers

·        Sensitivity and patience when working with customers

·        Organization and attention to detail

·        Excellent verbal and written communication skills

·        Flexibility/adaptability to work in a very dynamic environment

·        Desire to work in a highly collaborative atmosphere

 

 

Position Availability:  Immediate

 

·        Salary dependent upon experience.  Compensation includes salary and benefits. We offer excellent comprehensive benefits including medical and dental coverage, paid time off, a 401k plan and more.

·        Xtime is a pre-IPO company, as an employee of this company you will be participating in our stock option plan.

·        This is a full-time, exempt employee position based in our office in Redwood City, CA