About the Role: Grade Level (for internal use): 09 Our International Dealer Support Team is dedicated to providing top-tier assistance to both internal and external customers, ensuring they receive the expertise and solutions needed. We thrive on collaboration, adaptability, and a passion for delivering exceptional support in a fast-paced industry. As a Dealer Support Liaison, you’ll play a vital role in resolving technical issues, equipping our field team with the tools for success, and strengthening partnerships with our dealers. Your contributions will be critical to the success of our company, making a real impact every day. If you’re a problem-solver who enjoys teamwork and dynamic challenges, we’d love to have you on board! A Successful Dealer Support Liaison Will: Develop an expert level knowledge of all automotiveMastermind's Product systems, processes and initiatives. Respond to all inbound Business Partner and Field Team inquiries/requests and escalate to the appropriate team when necessary. Document all troubleshooting steps and errors for escalated incidents and ensure reassignment to the appropriate team (Tier 3, Escalation, Product, Development). Resolve technical issues for Business Partners by troubleshooting and investigating problems, prioritize and escalate issues, manage and optimize issue workflow, and proactively identify support needs. Analyze support data to identify trends and communicate actionable insights to product stakeholders and Sales. Communicate effectively between all departments. Continue to develop the knowledgebase of FAQs, Best Practices, system guides, and training materials. Improve internal efficiency and customer satisfaction by proactively identifying opportunities to optimize existing or new processes and tools. Maintain a comprehensive strategy for communicating pertinent system/process updates to Business Partners. In collaboration with the training specialist, provide feedback for training manuals/materials for dealers and new DRM's. Provide outstanding technical support and build successful long-term relationships with both internal and external customers. Set expectations with all stakeholders and customers using digital communication via Slack, text, email, video conferencing. Understand the company goals and purpose so the Dealer Support Liaison will continually enhance the company's performance. Embracing company initiatives and deliverables with continuous enhancements to performance and customer service. Who you are: 3 year’s experience in customer support operations, troubleshooting complex issues, and/or consulting role. Superior interpersonal communication skills, excellent customer service skills, ability to work independently. Understanding of technical concepts, problem-solving, detail oriented, self-starter. In-depth understanding of customer service values and strategies, with the ability for turning users frustrated with their experience into delighted customers. Demonstrable experience in Customer Support or Account Management with a proven ability to develop strong client relationships. In-depth understanding of customer service values and strategies, with the ability for turning users frustrated with their experience into delighted customers. Understanding of object-oriented programming and scripting languages (e.g., C++, HTML, Java, Python, Javascript). Experience with automations and tooling (LINQ pad). Experience with relational databases a strong plus: SQL queries, views, lookups and procedures. Experience with Excel, pivot tables, formulas, VLOOKUP, etc. Practical knowledge of marketing automation technologies. Experience with softphone, call center systems and best practices. Ability to work independently and effectively manage multiple initiatives. Able to record troubleshooting steps, resolution and escalation requirements in a ticket system. Understands software development lifecycle (Agile). Strong analytical and problem-solving skills. Flexibility and aptitude to achieve tight deadlines. Solid, detail-oriented documentation skills. Strong balance of business and technical skills and ability to “translate” technical concepts clearly to non-technical decision-makers. Demonstrated ability to make well-reasoned and timely decisions that are in the best interest of the consumer and the company. Passionate about focusing on the consumer and helping them get the most out of automotiveMastermind. Protect organization's value by keeping information confidential. Always represent the company in the best light. Previous experience in the automotive industry is preferred. Compensation/Benefits Information (US Applicants Only): S&P Global states that the anticipated base salary range for this position is $53,084 to $65,000. Final base salary for this role will be based on the individual’s geographical location as well as experience and qualifications for the role. In addition to base compensation, this role is eligible for an annual incentive plan. This role is eligible to receive additional S&P Global benefits. For more information on the benefits we provide to our employees, visit link https://spgbenefits.com/benefit-summaries/us Expected Hours of Work: This is a full-time remote position. Typical schedule will be 9am to 5pm PST with some potential variation. About automotiveMastermind: Who we are: Founded in 2012, automotiveMastermind is a leading provider of predictive analytics and marketing automation solutions for the automotive industry and believes that technology can transform data, revealing key customer insights to accurately predict automotive sales. Through its proprietary automated sales and marketing platform, Mastermind, the company empowers dealers to close more deals by predicting future buyers and consistently marketing to them. automotiveMastermind is headquartered in New York City. For more information, visit automotivemastermind.com. At automotiveMastermind, we thrive on high energy at high speed. We’re an organization in hyper-growth mode and have a fast-paced culture to match. Our highly engaged teams feel passionately about both our product and our people. This passion is what continues to motivate and challenge our teams to be best-in-class. Our cultural values of “Drive” and “Help” have been at the core of what we do, and how we have built our culture through the years. This cultural framework inspires a passion for success while collaborating to win. What we do: Through our proprietary automated sales and marketing platform, Mastermind, we empower dealers to close more deals by predicting future buyers and consistently marketing to them. In short, we help automotive dealerships generate success in their loyalty, service, and conquest portfolios through a combination of turnkey predictive analytics, proactive marketing, and dedicated consultative services. What’s In It For You? Our Purpose: Progress is not a self-starter. It requires a catalyst to be set in motion. Information, imagination, people, technology–the right combination can unlock possibility and change the world. Our world is in transition and getting more complex by the day. We push past expected observations and seek out new levels of understanding so that we can help companies, governments and individuals make an impact on tomorrow. At S&P Global we transform data into Essential Intelligence®, pinpointing risks and opening possibilities. We Accelerate Progress. Our People: We're more than 35,000 strong worldwide—so we're able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all. From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. We’re committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. We’re constantly seeking new solutions that have progress in mind. Join us and help create the critical insights that truly make a difference. Our Values: Integrity, Discovery, Partnership At S&P Global, we focus on Powering Global Markets. Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals. Benefits: We take care of you, so you can take care of business. We care about our people. That’s why we provide everything you—and your career—need to thrive at S&P Global. Our benefits include: Health & Wellness: Health care coverage designed for the mind and body. Flexible Downtime: Generous time off helps keep you energized for your time on. Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills. Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs. Family Friendly Perks: It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families. Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference. For more information on benefits by country visit: https://spgbenefits.com/benefit-summaries Diversity, Equity, and Inclusion at S&P Global: At S&P Global, we believe diversity fuels creative insights, equity unlocks opportunity, and inclusion drives growth and innovation – Powering Global Markets. Our commitment centers on our global workforce, ensuring that our people are empowered to bring their whole selves to work. It doesn’t stop there, we strive to better reflect and serve the communities in which we live and work, and advocate for greater opportunity for all. ----------------------------------------------------------- Equal Opportunity Employer S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment. If you need an accommodation during the application process due to a disability, please send an email to: EEO.Compliance@spglobal.com and your request will be forwarded to the appropriate person.  US Candidates Only: The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf describes discrimination protections under federal law. Pay Transparency Nondiscrimination Provision - https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf ----------------------------------------------------------- 20 - Professional (EEO-2 Job Categories-United States of America), SLSGRP202.1 - Middle Professional Tier I (EEO Job Group) Job ID: 311641 Posted On: 2025-02-10 Location: Virtual, Washington, United States