Customer Success Manager- eCommerce, Dealer Portal

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External Job Title: Customer Success Manager- eCommerce, Dealer Portal

Internal Job Title: Key Partner Consultant- eCommerce, Portal, D2C   (hybrid)

Location: US-GA-Atlanta (Sandy Springs)

FLSA:  Exempt 

Job Overview:

The Key Partner Consultant - Portal, eCommerce, D2C will lead efforts relating to the Dealer Portal, Direct-to-Consumer & Service Center initiative, and eCommerce/Menus System efforts.

As a subject matter expert, the Portal, eCommerce, D2C SME will be the interface between the  Key Partner & internal team in this client-facing role. The goal will be to understand  Key Partner needs, understand the business impact, assess the operational feasibilities & work with the internal teams to drive change, enhancements, projects, defect resolution for dealer portal, D2C platform and eCommerce/menu systems. Ultimately, this role will drive business development and revenue through the three channels.

Job Responsibilities:

Dealer Portal

Platform access management, portal information & troubleshooting, systems Integrations, issues resolutions & reporting. Partnering with internal API teams and participating in the QA/UAT testing. Drive portal enhancements and review defect resolution and testing as appropriate.

• Maintains relationships with dealerships in providing access, support & enhancements within the dealer portal 
• Engages in identifying best practices, enhancements & efficiencies within the portal
• Oversees and manages the product roadmap & functional designs for the portal
• Provides guidance, testing, and support to software development where needed
• Develops training and documentation as needed

eCommerce

Meeting & working with the internal teams responsible for the front end and back end of menu systems. This role will ensure products are properly integrated plus proactively monitoring business impact, reporting & suggesting opportunities for growth. This role will interface with dealers and menu/integration partners as needed.

• Work with API Platform Product team to refine requirements and establish roadmap to grow business
• Ability to effectively interface with external business partners, dealers, and third-party administrators and menu, DMS and Digital Retail providers to achieve mutual business objectives of Safe-Guard and our business partners
• Partner with other members of the Account Management team to frame cross-product strategy questions and drive API and Platform projects and initiatives flowing from that.

D2C + Service Center Offerings

Managing & strategizing new opportunities for  Key Partners to get more revenue through D2C channels. Monitoring the success of campaigns, initiatives, & emails. Collaborating with the D2C team to scale best practices & opportunities. Solid understanding of how D2C rating system works through third party financing and understanding administrative functions. Partner to build and execute the roadmap and optimize the enterprise solution.

• Collaborate with D2C, Business, and IT teams to understand strategic priorities and build products that provide solutions for the entire enterprise
• Translate strategic priorities into a product roadmap and detailed product specifications/requirements
• Finding opportunities along the consumer’s purchasing journey for better solutions 
• Review future strategy and process change to assess and communicate impact
• Ability to build relationship with key vendors and partners and influence them in their product design
• Must be data oriented to set up product KPIs
• Some experience in digital retail type of integration
• Work with Risk team to identify optimal product offering coverages and terms

The above statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities.

Job Requirements:

• Bachelor's degree in Business or Technical Field, Consumer Related Field 
• 5 years of product management experience; 7+ years of experience in digital systems, eCommerce, or program development
• Experience with auto retail practices and software systems such as DMS, Menu and Digital Retailing Platforms.
• Strong knowledge of electronic menu & DMS systems (i.e., Reynolds Doup’d, CDK MVP, Darwin, Tekion, StoneEagle, etc.)
• Strong knowledge of Digital Retailing Platforms (i.e., Roadster, Gubagoo, CarNowc, etc.)
• Strong knowledge of Integration Partners and how they function; PEN and FIE 
• Experience with CRM software (Salesforce etc.), have experience with offline CRM tactics (direct mail), other direct marketing tactics (SMS/MMS), and have experience in the automotive industry at or working with an OEM or national retail brand, automotive technology organization
• Experience in API, and Menu systems
• Knowledge of F&I products
• Strong leadership and project management skills
• Certification or coursework in pragmatic marketing
• Familiarity with software development a plus 
• Strong Collaboration Skills 
• Aptitude for architecture and integration
• Ability to influence and lead cross functional teams
• Strong written and verbal communication skills
• Must be authorized to work in the U.S
• Must be able to successfully pass a background check

#LI-Hybrid 

Company Benefits:        

• Medical, Dental, and Vision Insurance         
• Flexible Spending Account
• Health Savings Account 
• 401(k) Plan with Company Match
• Company-paid Short-Term and Long-Term Disability
• Company-paid Life Insurance
• Paid Holidays and Vacation
• Employee Referral Program
• Employee Assistance Program
• Wellness Programs
• Paid Community Service Opportunities
• Tuition Reimbursement
• Ongoing Training & Personal Development
• And More! 

About Safe-Guard Products International:

Safe-Guard serves Original Equipment Manufacturers (OEMs), top retailers, and independent agents in the automotive finance and insurance industry with the leading Protection Products Platform. Our platform delivers innovative protection products and solutions that protect consumers from the perils of ownership, while providing Finance &Insurance professionals the tools to ignite scalable and sustainable business growth. Safe-Guard’s success is driven by over 850 employees, who serve more than 12,000 dealers and support contract holders across the U.S. and Canada.

For 30 years and counting, our team continues to transform the motor vehicle space, earning a stellar reputation from our partners and peers by providing: 1) the highest quality protection products in the industry, 2) a broad platform of branded product, technology, marketing, and training solutions, and 3) an unwavering commitment to uncomplicated care and customer service.

Safe-Guard Products International is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, disability or protected veteran status, or any other status or characteristic protected by federal, state, or local law.