Client Implementation Service Analyst II

Client Implementation Service Analyst II

Location:

This position is remote/work from home and can be located anywhere within the United States. If you live within 25 miles of any Cox office, the role will be hybrid.

The Client Implementation Service Analyst II is responsible for planning, configuring, and launching software solutions for clients while coordinating with internal teams to ensure successful project delivery. Acting as the primary client contact, the Analyst II guides customers through the implementation process, manages multiple concurrent installations, provides status updates, and identifies risks or potential impacts to project timelines. The role involves building and configuring client accounts based on signed contracts, supporting Project Management and Training teams with onboarding tasks, and ensuring clients fully understand product functionality and configuration.

This position requires strong organizational, time management, and communication skills, along with advanced technical knowledge of our products and systems. Service Analysts II typically work on projects of broader scope with limited oversight and conduct handoffs to appropriate teams once accounts are launched. Due to product and platform complexity, domain expertise is essential, with focus areas including Dealer track F&I, DMS Business Office Application, Core Forms, Deal Central, DMS+, and F&I Intelligence deal documents.

As part of a client‑facing team, Analysts II applies advanced technical expertise, vehicle transaction knowledge and project management skills to deliver successful implementations.

• Plan and coordinate the setup and configuration of software for clients.
• Configure software systems according to client specifications and requirements.
• Assist dealer clients in understanding and utilizing the software products.
• Provide guidance and support throughout the setup and configuration process.
• Collaborate with Project Management and Training teams to support client onboarding tasks.
• Proactively manage escalations, risks, and assist in the resolution of issues related to product installation.
• Perform final validation of system settings as approved by the dealer.
• Test the functionality of purchased products.
• Manage and ensure customer expectations are met through the implementation cycle.
• Maintain an advanced technical understanding of the company's products and software systems.
• Use technical knowledge to troubleshoot issues and provide effective solutions.
• Communicate effectively with clients to understand their needs and provide clear instructions.
• Effectively manage projects across multiple product types and drive successful execution.
• Manage multiple tasks and projects simultaneously.
• Adapt to changing priorities and client requirements.

• Bachelor's degree in a related discipline and 2 years’ experience in a related field. The right candidate could also have a different combination, such as a master's degree and up to 2 years’ experience; or 6 years’ experience in a related field.
• Advanced understanding of vehicle transactions within dealership systems, including CRM, DMS, and Digital Contracting.
• Automotive industry experience required.
• Experience working in Salesforce or other CRM system.
• Excellent presentation, written, and verbal communication skills.
• Ability to identify problems and initiate corrective and preventative actions.
• Proficient in Microsoft Word, PowerPoint, Outlook, and Teams, with the ability to gain proficiency in other role‑specific software.
• Strong organizational skills and the ability to effectively multi‑task and prioritize in a deadline‑driven atmosphere.
• Ability to learn new technologies and concepts quickly.
• Strong interpersonal and collaborative skills, and ability to lead through influence and navigate effectively within the organization to deliver results.
• Other duties as needed or required.
• Requires physical ability and mental acuity to execute the duties of the position successfully within required time frames in order to meet business requirements.

• Experience working within Implementation or Client Service teams.
• Experience with F&I…