Customer Service - Product Support Specialist

If you are looking for a career at a dynamic company with a people-first mindset and a deep culture of growth and autonomy, ACV is the right place for you! Competitive compensation packages and learning and development opportunities, ACV has what you need to advance to the next level in your career. We will continue to raise the bar every day by investing in our people and technology to help our customers succeed. We hire people who share our passion, bring innovative ideas to the table, and enjoy a collaborative atmosphere.

Who we are:
ACV is a technology company that has revolutionized how dealers buy and sell cars online. We are transforming the automotive industry. ACV Auctions Inc. (ACV), has applied innovation and user-designed, data driven applications and solutions. We are building the most trusted and efficient digital marketplace with data solutions for sourcing, selling and managing used vehicles with transparency and comprehensive insights that were once unimaginable. We are disruptors of the industry and we want you to join us on our journey.

At ACV we focus on the Health, Physical, Financial, Social and Emotional Wellness of our Teammates and, to support this, we offer:

• Multiple medical plans including a high deductible, low cost health plan
• Company-sponsored (paid) Short-Term Disability, Long-Term Disability, and Life Insurance
• Comprehensive optional benefits such as Dental, Vision, Supplemental Life/AD&D, Legal/ID Protection, and Accident and Critical Illness Insurance
• Generous paid time off options, the greater of 3 paid sick days or in accordance with the applicable state or local paid sick leave law, 6 paid company holidays, 2 floating holidays, parental leave, bereavement leave, jury duty leave, voting leave, and other forms of paid leave as required by applicable law or regulation
• Employee Stock Purchase Program with additional opportunities to earn stock in the Company
• Retirement planning through the Company’s 401(k)

Who we are looking for:
You will be responsible for managing and facilitating the launch of new features and products to grow our dealer business. Specifically, you will be an integral part of a team that owns emerging product(s), including product demonstrations, product implementation, support, and training of our dealer partners, and providing ongoing support and troubleshooting assistance. You will serve as a customer advocate using your strong communication abilities, creative thinking, and problem-solving skills to drive dealer satisfaction. The ideal candidate will have experience grappling with ambiguous operational problems, framing up strategic solutions, and translating solutions into action.

What you will do:

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Conduct product demonstrations for vetted dealer partners, selling the benefits of ACV enhanced technology.
• Complete dealer product technology onboarding including system setup, training, and coordination of first inspection with Vehicle Condition Inspectors.
• Lead deployment and integration with dealer partners including regular ongoing support, while providing best in class service.
• Monitor, manage and build ongoing relationships with multiple internal and external stakeholders.
• Educate internal and external stakeholders on highest and best applications of the product.
• Confidently address product challenges with dealer partners, escalating to appropriate parties when required.
• Provide recommendations and/or solutions on how to mitigate future risks and issues.
• Proactively uncover program and process optimization opportunities and take cross-functional action to ensure optimizations are implemented.
• Perform other duties as assigned

What you will need:

• 4 Year / Bachelors Degree - required
• 3 year(s) Sales, account management, product management, product operations, or customer support
• Ability to read, write, speak and understand English.
• Be flexible and willing to adjust to multiple demands, ambiguity, and rapid change.
• Keen attention-to-detail and the ability to manage competing priorities simultaneously.
• Excellent interpersonal skills, able to communicate effectively and collaborate in a team environment.
• Strong communication skills geared towards understanding customer needs, articulating product benefits, and instilling confidence in a positive outcome.
• Proficient with Mi…