Provide account and product onboarding, training, and support to clients in conjunction with Account Executives to ensure initial and continuous client usage.
Manage the account set up process and ensure timely and successful launches by working closely with Account Executives and Agents to gather and review product agreements, overfund agreements, verify rate structure, and profit participation for new account set-ups and account modifications. Enter data for all new accounts and modifications into the EFG core systems via AMS, perform rate and form validation, and complete enrollment of new accounts into the e-rating platform.
Facilitate user onboarding and user adoption by working with Account Executives to collect user information, assign appropriate user permissions, and conduct individualized user training around platform capabilities and business processes. Ensure successful account onboarding through rate, form, and data validation prior to and after launch.
Maintain all learning and training tools for client facing platforms including Ristken (SPAN, ProfitPro, MenuPro), Client Portal, Cancel Quote, Online Billing, WALKAWAY portal, and the MVP portal. Create and lead web-based training sessions for new users, as well as refreshing the knowledge base of established users. Consistently work toward the goal of increasing client satisfaction and adoption by improving platform and product knowledge.
Provide ongoing status reporting around new account launches, product implementations, product conversions, and account modifications.
Support new product launches and product enhancements through forms user acceptance testing and configuration, QA of contracts and collateral, managing sales support documents on Salesforce, exhibiting detailed product knowledge and providing support to the field when needed.
Perform various support functions including, but not limited to, assisting with new proposals and existing accounts, presentations, and training materials. Providing daily updates to multiple parties regarding ongoing projects is paramount.
Bachelor’s degree preferred, with a minimum of five to seven years of professional experience in a corporate or dealership setting
Automotive industry experience, an understanding of dealership culture, and a professional demeanor are vital
In-depth knowledge of EFG products and services, a plus
Advanced knowledge of Microsoft Office, AS400, Cubes, Salesforce, and Adobe Acrobat are preferred, as well as experience with the delivery of technical software training and customer-facing onboarding/training such as Adobe Captivate or similar tools
Must have excellent interpersonal, communication, presentation and facilitation skills, possess a high attention to detail, and adherence to established processes.
Ability to multi-task, meet deadlines, respond to shifting priorities, and thrive in a fast-paced, self-directed work environment