Client Implementation Service Analyst II

Company

Cox Automotive - USA

Job Family Group

Customer Care Group

Job Profile

Client Implementation Service Analyst II

Management Level

Individual Contributor

Flexible Work Option

Can work remotely anywhere in the specified country

Travel %

Yes, 5% of the time

Work Shift

Day

Compensation

Hourly base pay rate is $25.58 - $38.37/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.

Job Description

The Client Implementation Service Analyst II (CISA II) is a member of the Managed Services team who is responsible for activating the Automotive Marketing Platform powered by VinSolutions (AMP) product for new customers. The CISA II is expected to engage with new AMP customers, set expectations, build campaigns, garner approval from the client, launch the service, and transition the account to a Client Relationship Manager. As a part of their role, they will partner with internal stakeholders from Managed Services, Implementation, Product and Performance Management, and build relationships with external clients during the activation process. Customer needs are the driving force behind priorities, decisions and activities resulting in product activations and client satisfaction.  The role will report to a Manager/Supervisor, Managed Services. 

Due to product and platform complexity, this role requires specific domain expertise, and will be focused on the VinSolutions AMP product. This is a client-facing team where you will apply technical knowledge, digital marketing guidance, and project management skills. Marketing Channels include but are not limited to: Email, Text, Social, Creative, Advertising and Direct Mail. 

Responsibilities:

• Semi-independently leads customer implementation projects for the Automotive Marketing Platform powered by VinSolutions (AMP).  

• Contributes to customer satisfaction by consistently meeting and/or exceeding expectations and commitments by providing a high level of customer service to both internal and external customers; by solving customer problems quickly and effectively.   

• Works directly, professionally and collaboratively with Clients, internal teams (Product, Implementation, Performance Management, etc.), and other cross-functional teams as required to meet client needs. 

• Implements defined solutions and strategies based on an analysis of customer requirements, business goals, objectives and existing infrastructure. 

• Troubleshoots and documents specific client issues (e.g., performance and application issues). 

• Coordinates customer-facing training on the company’s products and features, including new product release information. 

• Provides the Marketing Account Manager owning the account after launch with reports and implementation updates. 

• Thoughtfully escalates client- and/or process related issues and questions. 

• Develops, maintains and updates customer status and other management reports. 

• Provide guidance to other members of Managed Services and other departments (as appropriate) by sharing experiential knowledge of and coaching others on marketing trends, tactics and marketing in general. Client Implementation Service Analyst II should display the utmost quality, confidence and effectiveness when handling challenging conversations and difficult situations by p