Implementation Specialist, Heavy Duty Automotive

Implementation Specialist, Heavy Duty Automotive
Location: Remote (U.S.-based) Preference given to CA, TX, and FL
Department: Customer Success
Reports to: Chief Customer Officer
Starting Pay Range: $90k - $105k/yr

The Arcadium platform is the premier sales, CRM and vehicle management solution in the heavy-duty truck market. As part of , Arcadium has a culture that combines strong leadership, collaboration, and fun, with incredible growth opportunities for our employees in a fast-paced work environment providing employee engagement, recognition, and development. Our software company is committed to innovation in the rapidly changing heavy-duty vehicle market.
Our vision and culture allow employees to be recognized as thought leaders and thrive in their careers.

In addition to the job responsibilities and requirements, the following are essential to be a successful member of our team:
Curiosity: you seek knowledge, ask questions, and look for answers; you’re proactive and
engaged
Perseverance: you hit a delay; you know this is your moment to figure things out and to shine Innovation: you want to make things better, solve the puzzle, create something new
Flexibility: there’s a new opportunity; you’re ready to flip the script, grow and adapt

This role owns the successful launch of Arcadium for newly signed heavy-duty truck, trailer, equipment, and bus franchise dealers, as well as the rollout of new functionality for existing customers. Arcadium’s primary product is a market-specific customer relationship management (CRM) platform built for how heavy-duty franchise dealers operate. The Implementation Specialist is responsible for on-time implementation, customer satisfaction, and platform utilization for each assigned implementation - assessing each dealership’s needs, configuring the platform to meet them, and training dealership teams on best-practice use so they see value from day one.

This role sits at the intersection of the customer, the product, and the internal teams that deliver it. The Implementation Specialist coordinates the contributions of Support, Development, Product, Sales, and Account Management to keep every implementation on track, and continuously looks for ways to improve the quality and efficiency of the implementation process, including recommending process and product changes. This is an individual contributor role reporting to Customer Success leadership; it requires strong project management, consultative, and training abilities, and up to 25% travel for on-site dealer implementations and training.
Key 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.

What Success Looks Like

• • On-Time Implementation: Implementations and new functionality rollouts delivered on schedule against agreed milestones and go-live dates.
  • Customer Satisfaction: High satisfaction scores and positive feedback from dealership stakeholders throughout implementation and at go-live.

• • Platform Utilization: Strong user engagement, feature usage, and workflow adoption across implemented dealerships in the weeks and months after go-live.
  • Continuous Improvement: Process and product recommendations that measurably improve implementation quality and efficiency.

Requirements

• • 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.
  • Heavy duty industry experience is required, in one of the following forms:
    • 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.