Product Delivery Specialist

Job description

If you are looking for a career at a dynamic company with a people-first mindset and a deep culture of growth and autonomy, ACV is the right place for you! Competitive compensation packages and learning and development opportunities, ACV has what you need to advance to the next level in your career. We will continue to raise the bar every day by investing in our people and technology to help our customers succeed. We hire people who share our passion, bring innovative ideas to the table, and enjoy a collaborative atmosphere. Who we are: ACV is a technology company that has revolutionized how dealers buy and sell cars online. We are transforming the automotive industry. ACV Auctions Inc. (ACV), has applied innovation and user-designed, data driven applications and solutions. We are building the most trusted and efficient digital marketplace with data solutions for sourcing, selling and managing used vehicles with transparency and comprehensive insights that were once unimaginable. We are disruptors of the industry and we want you to join us on our journey. At ACV we focus on the Health, Physical, Financial, Social and Emotional Wellness of our Teammates and, to support this, we offer: • Multiple medical plans including a high deductible, low cost health plan • Company-sponsored (paid) Short-Term Disability, Long-Term Disability, and Life Insurance • Comprehensive optional benefits such as Dental, Vision, Supplemental Life/AD&D, Legal/ID Protection, and Accident and Critical Illness Insurance • Generous paid time off options, including uncapped vacation days, the greater of 3 paid sick days or in accordance with the applicable state or local paid sick leave law, 6 paid company holidays, 2 floating holidays, parental leave, bereavement leave, jury duty leave, voting leave, and other forms of paid leave as required by applicable law or regulation • Employee Stock Purchase Program with additional opportunities to earn stock in the Company • Retirement planning through the Company’s 401(k) About the Role ACV VIPER is an AI powered hardware platform that helps automotive dealerships acquire more vehicles and grow service lane revenue. ACV is looking for a dynamic individual to ensure our the platform is installed and optimally configured so customers realize immediate value on deployment. As a Product Delivery Specialist, you will oversee hardware installations in dealership environments, launch the customer on the software platform and configure integrations with dealer management systems and CRMs. As the customer’s key relationship from on-site launch, you will understand the operational dynamics of the dealership and drive adoption with service drive managers and sales managers during the critical first 30 days. As an automotive expert, you will support change management needed for customer’s to get maximum value from their ACV powered solution. VIPER is a new product launch for ACV. We are seeking creative, resourceful people who are comfortable with ambiguity and dedicated to customer success. What You'll Do • Own each customer's end-to-end VIPER deployment as ACV's on-site advisor to dealership ownership and senior management. • Independently assess each dealership's operations and design a customized deployment and configuration plan. • Review and approve pre-install assessments to confirm dealership readiness. • Direct and oversee on-site hardware installation; assist installation technicians to perform limited hands-on installation on occasion. • Configure customer-specific software settings and select integration approaches for dealer DMS, service platforms, and similar software. • Diagnose and resolve technical and integration issues in the field, escalating only code-level matters to Engineering. • Waive or deviate from standard procedures without prior approval where warranted. • Make the final go/no-go decision on launch readiness and customer handover. • Resolve customer escalations, complaints, and disputes on site; commit ACV to reasonable remediation within defined parameters. • Advise dealership leadership on operational changes to maximize adoption and formulate customer-specific adoption strategies. • Provide on-site training to dealership staff within the first week; retrain existing customers as needed. • Support remote diagnostics and resolution for post-launch issues during the 30-day adoption window. • Partner with Product and Engineering to communicate field-level bugs, feature requests, and integration gaps. • Contribute to installation standards, checklists, and SOPs as the VIPER program scales. What We're Looking For • 3–7 years in field implementation, technical onboarding, or solutions engineering, ideally in automotive technologies • Occasional physical activity, including lifting up to 50 pounds, may be required on an incidental basis in the course of overseeing installations. • Direct experience with automotive dealer-facing software systems (such as DMS, IMS, CRM, inspection ) • Experience working with dealer senior management and in customer relationship management roles • Comfortable working in an automotive dealership environment directing and coordinating install technicians • Wired to solve problems without a detailed playbook • Comfortable with traveling approximately 75% of the time (typically 3 weeks per month. This is a core requirement of the role, not an occasional ask • Excited about innovation and new technologies #LI-CR1 #Ind123KW Our Values Trust & Transparency | People First | Positive Experiences | Calm Persistence | Never Settling At ACV, we are committed to an inclusive culture in which every individual is welcomed and empowered to celebrate their true selves. We achieve this by fostering a work environment of acceptance and understanding that is free from discrimination. ACV is committed to being an equal opportunity employer regardless of sex, race, creed, color, religion, marital status, national origin, age, pregnancy, sexual orientation, gender, gender identity, gender expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires reasonable accommodation, please let us know. For information on our collection and use of your personal information, please see our Privacy Notice. No immigration or work visa sponsorship provided for this position. Compensation: The compensation range for this position is listed in the "Job Details" section at the bottom of this posting. Please note that final compensation will be determined based upon the applicant's relevant experience, skill set, location, business needs, market demands, and other factors as permitted by law.