Senior Client Trainer (KBB)

Cox Enterprises, Inc.

Job Overview

Location

USA

Job Type

Full-time

Full Job Description

📋 Description

• As a Senior Client Trainer for KBB Instant Cash Offer (ICO) at Cox Automotive, you will be at the forefront of implementing our cutting-edge products within dealerships across the nation. Your primary mission will be to execute our proven, best-in-class dealer training processes, ensuring seamless integration and maximum adoption of Cox Automotive solutions. This role is crucial for driving dealer success and fostering strong, lasting partnerships.
• You will be responsible for onboarding new dealerships, conducting follow-up training sessions, and implementing strategies to support at-risk clients, all while adhering to strict Service Level Agreements (SLAs). Your expertise will directly impact the client's ability to leverage our products effectively, leading to tangible business results.
• A significant aspect of your role involves contributing to the continuous development of our internal Cox Automotive team's product knowledge and proficiency. You will collaborate closely with the Customer Success Management (CSM) team and sales departments, sharing insights and best practices to elevate the collective expertise.
• On an individual level, you will be tasked with implementing a target number of new dealers each month. The remaining time will be dedicated to supporting existing clients with various assignments from ICO management, ensuring their ongoing satisfaction and success.
• Your responsibilities will include conducting high-profile implementation planning sessions with key external stakeholders, such as dealership executives, owners, general managers, and store-level personnel. This requires a strategic approach to understanding their unique business needs and tailoring training accordingly.
• You will work directly with all levels within a dealership, with a particular focus on General Managers, Used Car Managers, Internet Managers, and associates directly involved with the ICO process. Building rapport and trust at every level is paramount.
• A key objective is to ensure that all product launches are executed flawlessly, leading to immediate and measurable results for the client. This involves meticulous planning and execution of the launch process and SLA visits.
• You will be instrumental in building and nurturing strong working relationships with customers and users across all dealership roles, from ownership down to frontline staff. Your ability to connect and communicate effectively will be a cornerstone of your success.
• You will proactively identify and engage with assigned 'at-risk' clients, conducting thorough assessments to develop and implement targeted action plans aimed at client retention and renewed success.
• Providing tailored solutions for product integration into existing dealership processes, extending up to the 'Road to The Sale,' is a critical function. Your goal is to help clients achieve 'Best in Class' results through optimized product utilization.
• You will play a vital role in generating high client attendance at product launch events, ensuring that all set minimum team attendance goals are met on launch day.
• A core responsibility is to ensure that dealer clients fully understand and appreciate the value of the products they are being trained on, both online and in person.
• You will actively participate in product development and enhancement review sessions. Your real-time field experience will be invaluable in shaping future product iterations and ensuring they meet the evolving needs of the automotive industry.
• Strategic planning of your in-field travel schedule is essential to maximize efficiency, client engagement, and overall reach.
• You will collaborate with Autotrader CSM team members, providing mentoring and support as required, fostering a cohesive and knowledgeable client-facing team.
• Close coordination with field-based CSMs who currently manage the client relationship is necessary. This includes gaining comprehensive knowledge and insights about the account before and after implementation.
• You will be responsible for preparing and communicating approved summary reports with appropriate documentation, ensuring clear and concise communication of progress and outcomes.
• Active engagement and participation in the exchange of 'best practices' across the entire Senior Client Training and CSM team is expected, promoting a culture of continuous learning and improvement.
• Diligent use of SFX (Salesforce Experience) to document ALL client interactions is mandatory, ensuring accurate record-keeping and data integrity.
• This role requires up to 25% travel, which may include both day and overnight trips, to effectively serve clients across the specified country.

🎯 Requirements

• Bachelor’s degree in a related discipline and 4 years’ experience in a related field, OR a Master’s degree and 2 years’ experience, OR a Ph.D. and 1 year of experience, OR 8 years’ experience in a related field.
• 5+ years of experience in Retail automotive (dealership) OR a combination of experience in Retail automotive (dealership) AND relevant consultative Sales experience in the automotive industry.
• Proven advanced relationship management capabilities.
• Demonstrated advanced communication skills (verbal, written, phone, interpersonal and presentation).
• Proven ability and experience working with all levels of employees within a Dealership.
• Demonstrated ability to articulate and communicate in an engaging manner.
• Demonstrated advanced listening skills with an ability to detect problems and risks through all communication vehicles (in person, by phone, via email).
• Demonstrated and proven advanced customer service skills and methodology.
• Demonstrated ability to work in both a team-oriented and an individual environment.
• Proficiency in using Customer Relationship Management Systems.
• Computer literacy including MS Office suite.
• Experience with Autotrader (Preferred).
• Experience with KBB (Preferred).

🏖️ Benefits

• Flexible vacation policy.
• Seven paid holidays per year.
• Up to 160 hours of paid wellness annually.
• Eligibility for additional paid time off for bereavement, voting, jury duty, volunteer time, military leave, and parental leave.
• Health care insurance (medical, dental, vision).
• Retirement planning (401(k)).

Skills & Technologies

Senior

Remote

Degree Required

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Cox Enterprises, Inc.

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About Cox Enterprises, Inc.

Cox Enterprises is a privately held global conglomerate headquartered in Atlanta, Georgia. Founded in 1898, it operates through three primary divisions: Cox Communications, the third-largest U.S. cable television and broadband provider; Cox Automotive, offering digital and physical services for vehicle remarketing; and Cox Media Group, encompassing broadcast television, radio, newspapers, and digital platforms. The company also has clean-tech and sustainable innovation investments through Cox Cleantech. Family-owned and committed to corporate responsibility, Cox focuses on environmental sustainability, community engagement, and employee ownership while serving millions of consumers and businesses across telecommunications, automotive services, and media markets.

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