As a Performance Specialist, you will support the Performance Managers (PMs) and the day-to-day needs of the team. You will develop strong expertise in Impel's products and data reporting, enabling you to build data-driven narratives and present performance insights that highlight the impact of Impel’s offerings. Your work will contribute to establishing Impel's products as best-in-class within the automotive and advertising landscape. To excel in this role, you should be organized, and strategically minded, possess strong communication skills (both internally and externally), and follow up diligently to ensure all tasks are completed effectively.
Responsibilities
- Support PMs and the team leader in delivering exceptional client experiences.
- Creating content for various topics, including annual performance reviews, QBRs, product adoption strategies, upcoming renewals, best practices, and other ad hoc client needs.
- Assist with client inquiries and escalations, driving toward first-contact resolution and high client satisfaction.
- Provide consultative insights, leveraging automotive and advertising industry knowledge to help clients achieve their goals using Impel's products.
- Collaborate with PMs and cross-functional teams to develop strategies that align with clients' business objectives.
- Ensure prompt, professional, and personable responses to all requests and concerns.
- Maintain accurate records of client requests and interactions in Salesforce and internal tracking tools, following items through to completion.
- Proactively share updates in Slack on open requests and key account developments, escalating blockers and at-risk items to PMs
- Contribute to various projects or initiatives, assisting with tasks that support team and company goals.
- Maintain exceptional interpersonal abilities coupled with adept communication skills, both verbal and written.
- Handle multiple projects simultaneously with strong time management skills.
- Quickly learn and adapt to change, including leveraging AI tools to help optimize and enhance workflow efficiencies.
- Bachelor's or Associate’s degree preferred, or 1+ years of relevant work experience
- Excellent organizational skills and a proactive, self-driven approach to managing workload
- Ability to work both independently and collaboratively with people across a wide range of roles, skill sets, and levels of technical knowledge.
Skills Required
- Strong verbal and written communication skills
- Organized with strong time management and ability to handle multiple projects
- Maintain accurate client records in Salesforce and internal tracking tools
- Create data-driven narratives and performance reporting (QBRs, annual reviews, product adoption content)
- Respond to client inquiries and escalations aiming for first-contact resolution
- Familiarity using Slack for proactive team updates and escalation
- Bachelor's or Associate's degree
- 1+ years of relevant work experience
- Proactive, self-driven approach and ability to work independently and collaboratively
- Ability to quickly learn and leverage AI tools to optimize workflows
What We Do
Impel (formerly SpinCar) offers automotive dealers, wholesalers, OEMs and third-party marketplaces the industry’s most advanced digital engagement platform. The company’s end-to-end omnichannel solution leverages proprietary shopper behavioral data and AI technology to deliver hyper-personalized experiences at every touchpoint across the entire customer journey. Impel’s communication, merchandising, marketing and imaging applications work seamlessly with all major website, CRM and DMS platforms. To date, the company has delivered more than 2 billion shopper interactions across 51 countries.
