Implementation Specialist, Heavy Duty Automotive

Summary

Work Truck Solutions provides Arcadium, a sales, CRM, and vehicle management platform for the heavy-duty truck market. The Implementation Specialist owns customer implementations and functionality rollouts by assessing dealership needs, configuring the platform, managing projects, training users, coordinating internal teams, and driving customer satisfaction and platform utilization.

Responsibilities

• Needs Assessment & Discovery: Lead structured needs assessments with dealer principals, general managers, and department leaders to document current workflows, lead and customer management processes, data, integrations, and goals across the dealership’s new and used sales, parts, and service departments
• System Configuration: Translate assessment findings into a configuration plan and set up the Arcadium platform - users, roles and permissions, rooftops and departments, workflows, lead sources, templates, data imports, and integrations - to fit each dealership’s operations and Arcadium best practices
• Implementation Project Management: Own each implementation from kickoff through go-live, building and maintaining the project plan, milestones, and timeline; managing risks and dependencies; and keeping customer stakeholders and internal teams informed of status
• Training & Best-Practice Adoption: Deliver role-based training, remotely and on site, to dealership users and leadership, focused on best-practice use of the platform so teams adopt it quickly and consistently
• New Functionality for Existing Customers: Plan and implement new products, features, and expanded use - such as additional rooftops, departments, or modules - for existing customers, partnering with Account Managers and Sales to drive adoption and utilization
• Cross-Functional Coordination: Coordinate the activities of Support, Development, Product, Sales, and Account Management that contribute to each implementation - scoping requests, tracking deliverables, escalating blockers, and ensuring a clean handoff to Account Management after go-live
• Process & Product Improvement: Identify recurring issues, bottlenecks, and gaps in the implementation process and recommend process, tooling, and product changes that improve quality, shorten time-to-value, and increase efficiency
• Field Engagement: Travel up to 25% to conduct on-site activities at dealer locations, and participate in company-sponsored and industry events such as dealer association meetings and trade shows
• Documentation & Reporting: Maintain accurate, real-time implementation status, configuration records, training completion, and customer feedback within the company CRM system, and contribute to implementation playbooks, templates, and training materials
• Market Expertise: Develop deep expertise in the Arcadium platform and our full portfolio of solutions and share information and context internally - including customer feedback regarding dealership operations and customer needs

Skills

• 3+ years of experience in software implementation, onboarding, customer success, or account management within the heavy-duty technology market, with a history of delivering implementations on time and driving user adoption
• Demonstrated ability to manage multiple concurrent implementation projects, balancing timelines, priorities, and stakeholders
• Experience in sales operations or fixed operations at a heavy-duty truck or trailer dealership (e.g., sales management, F&I, parts or service); or; Experience supporting or implementing enterprise-level software to heavy duty dealers, such as a CRM, dealer management system (DMS) or inventory or comparable dealership technology
• Familiarity with how dealerships manage leads, customer records, and follow-up processes, and the ability to translate those processes into software configuration and workflows
• Working knowledge of how a heavy-duty dealership operates - unit inventory, spec'ing and configuring customer purchases, parts and service revenue, and the relationship between dealership sales and fixed operations
• Proven track record of conducting needs assessments, identifying operational gaps, configuring software to meet business requirements, and driving software adoption
• Experience delivering effective training to groups and individuals, both remotely and on site
• A continuous-improvement mindset, with the ability to spot inefficiencies and make practical, well-supported process and product recommendations
• Strong organizational and project management skills, and the ability to coordinate cross-functional teams without direct authority
• Strong verbal, presentation, and written communication skills to effectively engage and influence customers both remotely and on site
• Ability to learn a technical product - including configuration, data imports, and integrations - and clearly explain its value to non-technical dealership customers
• Excellent relationship-building and consultative skills, with a proactive and resourceful approach
• Proficiency in CRM systems, MS Suite or Google Suite, project management tools, and other CRM products
• Additionally, the ability to report and present using digital presentation software
• Highly motivated, professional, positive attitude, and thrives in a customer and team-oriented environment

Qualifications

Must Haves

• 3+ years of experience in software implementation, onboarding, customer success, or account management within the heavy-duty technology market, with a history of delivering implementations on time and driving user adoption
• Demonstrated ability to manage multiple concurrent implementation projects, balancing timelines, priorities, and stakeholders
• Experience in sales operations or fixed operations at a heavy-duty truck or trailer dealership (e.g., sales management, F&I, parts or service); or; Experience supporting or implementing enterprise-level software to heavy duty dealers, such as a CRM, dealer management system (DMS) or inventory or comparable dealership technology
• Familiarity with how dealerships manage leads, customer records, and follow-up processes, and the ability to translate those processes into software configuration and workflows
• Working knowledge of how a heavy-duty dealership operates - unit inventory, spec'ing and configuring customer purchases, parts and service revenue, and the relationship between dealership sales and fixed operations
• Proven track record of conducting needs assessments, identifying operational gaps, configuring software to meet business requirements, and driving software adoption
• Experience delivering effective training to groups and individuals, both remotely and on site
• A continuous-improvement mindset, with the ability to spot inefficiencies and make practical, well-supported process and product recommendations
• Strong organizational and project management skills, and the ability to coordinate cross-functional teams without direct authority
• Strong verbal, presentation, and written communication skills to effectively engage and influence customers both remotely and on site
• Ability to learn a technical product - including configuration, data imports, and integrations - and clearly explain its value to non-technical dealership customers
• Excellent relationship-building and consultative skills, with a proactive and resourceful approach
• Proficiency in CRM systems, MS Suite or Google Suite, project management tools, and other CRM products
• Additionally, the ability to report and present using digital presentation software
• Highly motivated, professional, positive attitude, and thrives in a customer and team-oriented environment

Benefits

• A competitive compensation structure pairing a base salary with an incentive plan tied directly to On-Time Implementation, Customer Satisfaction, and Platform Utilization.
• Monday-Friday work week.
• Excellent medical, dental, 401k and complimentary life insurance.
• Employee-paid options on voluntary vision, LTD and FSA coverage.
• Paid Time Off (PTO) and paid holidays.