Client Advocate

Location
Draper, Utah
Salary
competitive
Posted
May 06, 2019
Specialty
Account Management
Metro Area
Salt Lake City
Duration
Full Time


The essential
responsibilities of the DMS Client Advocate are to ensure specified maximum
benefit from DealerTrack DMS products and services by overseeing the resolution
of client escalations, via remote support. Client satisfaction and account
growth are key metrics for success. Interfaces with Sales, Product, Client
Services, Operations and Marketing for product service, utilization, training,
awareness and sales opportunities. 
Focuses on proactive, continuous improvement within and across
functional organizations in support of the customer.



 



Essential
Functions:



•Escalation
point and issues management for DT DMS, primarily via CSAdvocate process.



•Remote client
issue management.



•Ensures timely
and professional follow-up with internal and external clients.



•Manage
escalation cases ensuring SLA and procedure adherence is met or exceeded.



•Utilizes
resources to ensure client concerns are resolved, including acting as a liaison
with product/engineering teams.



•Involves other
solution groups to resolve client concerns.



•Performs a
deep dive into issues which may include the use of data manipulation of DT DMS
database, including SQL, Back File manipulation, and ODBC connections.



•Cross duties
and coverage with other internal support teams.



Qualifications:

Education:   Bachelors Degree  Or Equivalent Experience



Experience:  2+ yrs 
DT DMS Experience Required



•1+ years of DT
DMS technical install or support experience required.



•Expert
Knowledge of at least one application within DT DMS Required.



•Must have
excellent communication skills, both verbal and written.



•Must have
excellent client relationship building skills.



•Must be well
organized and effective in conveying processes and training.



•Demonstrated
ability to lead projects.



•Demonstrated
ability to be self-motivated and driven.



•Demonstrated
ability to de-escalate stressful situations.



•Preferred
knowledge in SQL, data manipulation, ODBC, and back file access in DT DMS.



Travel
Required  10% Travel




About Cox Automotive

Cox Automotive Inc. makes buying, selling and owning cars easier for everyone, while also enabling mobility services. The global company’s 34,000-plus team members and family of brands, including Autotrader®, Clutch Technologies, Dealer.com®, Dealertrack®, Kelley Blue Book®, Manheim®, NextGear Capital®, VinSolutions®, vAuto® and Xtime®, are passionate about helping millions of car shoppers, tens of thousands of auto dealer clients across five continents and many others throughout the automotive industry thrive for generations to come. Cox Automotive is a subsidiary of Cox Enterprises Inc., a privately-owned, Atlanta-based company with revenues exceeding $20 billion. www.coxautoinc.com

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Statement to ALL Third-Party Agencies and Similar Organizations:  Cox accepts resumes only from agencies with which we formally engage their services.   Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.

 

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