Teams at Impel

Provide technical support for Impel’s AI software by responding to customer inquiries, troubleshooting issues, managing support cases, documenting resolutions, and escalating complex problems. Train dealer staff, explain technical concepts, identify recurring issues, contribute to knowledge-base content, and collaborate with internal teams. Use Gainsight, Salesforce, and ticketing systems to track customer interactions and resolutions while maintaining timely, professional communication.

Manages product readiness from planning through launch and the first 120 days post-launch. Partners with Product Managers and cross-functional teams to ensure business plans, documentation, security, performance, reliability, observability, pilots, KPIs, and adoption goals are addressed. Establishes readiness processes, checklists, and knowledge-sharing practices while mentoring product teams and communicating progress to stakeholders.

Manage relationships with existing automotive retail clients, serving as their primary contact and providing white-glove support. Drive retention and account growth through performance reviews, customer insights, consultations, and strategic recommendations. Coordinate with internal teams to resolve issues, support campaigns, and inform product improvements. Document client interactions in Salesforce while managing multiple projects and maintaining strong communication across a home-based, client-facing role.