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 Work Truck Solutions, 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.

• 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.

• 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,…