Crm Strategic Consultant

CRM Strategic Consultant

Location:

Brisbane, Queensland

Who are Pentana Solutions?

For almost 50 years, Pentana Solutions has pushed the automotive envelope through innovation, cutting edge technology and industry changing invention. Our passion for the industry and our expertise in the field drive us to always look for the next opportunity. Through customer collaboration and 49 years of industry knowledge, we work around the clock to ensure our customer’s businesses operate more profitably. With a global footprint spanning more than 100 countries and 50,000 users – we’re driven to deliver innovative solutions that transform the way you’ll work tomorrow. 

As a company, we recognise our people are our greatest asset. Our core values support our vision and shape our culture. En.R.I.T.C.H - Enjoyment, Respect, Integrity, Trust, Communication and Honesty. All our employees understand and live by these values which leads to our success. 

The opportunity 

The CRM team are part of Global Operations who are responsible for the delivery and support of the entire Pentana Solutions ERP and associated product range. The CRM team build, deliver, report and consult on Pentana Solutions CRM solutions which include, but are not limited to Dealer Socket, CRM Contact Centre and SMS. These solutions are independent or integrated to the ERP products that Pentana Solutions provide, both to Dealers, Manufacturers and OEMs.

These solutions allow our customers to improve the manner in which they communicate and stay connected with their customers to increase sale and satisfaction.

The CRM Strategic Consultant is responsible for maintaining a professional and positive relationship with their dealership customer accounts, through regular consultant on Pentana Solutions CRM and DMS products.  The aim of their consultation is to increase sales and customer satisfaction for our customer by offering and implementing solutions.

Key responsibilities include, but are not limited to:

• Through consultation, instigate and offer relevant products to the Dealer that will improve internal processes for functions within the sales, fixed operations and marketing departments
• The successful relationship will result in an increase in sales and retention for the customer
• Maintain up-to-date knowledge of automotive industry best practice, standards, trends and compliance. 
• Proactively build and maintain strong professional, business relationships with dealerships / customer account group.
• Investigate and recommend value-added DMS and CRM products to dealerships to address their needs/concerns; provide efficient and effective solutions to their processes, whilst increasing sales, revenue, customer satisfaction & retention.
• Prepare and provide accurate dealership proposals that offer a clearly demonstrated ROI to the customer. 
• Ensure Dealerships understand the value of maintaining healthy customer and prospect relationship and how the CRM products can be used to assist in the process. Provide visibility on success. 
• Prepare and provide accurate dealership reporting that offer a clearly demonstrated ROI to the customer and understanding of performance. 
• Project manage the end-to-end install of CRM products for dealerships. 
• Proactively work with customers to address queries, rectify incidents, provide necessary support and provide excellent customer service. 
• Facilitate onsite and online training and product demonstrations for dealerships, as needed. 
• Facilitate 1:1 training and product demonstrations for immediate team, as needed.
• Work closely with the fellow Consulting team, to share insights, successes, challenges, knowledge and best practice. 
• Work towards and achieve dealership retention targets.
• Produce timely and accurate documentation for all required internal processes (for team and department) and external processes (for customers). 
• Schedule meetings and visits with Dealership  stakeholders with sufficient lead time 
• Work closely with Sales and BRM staff to identify revenue streams. 
• Identify, where possible, trends, opportunities, efficiencies to improve internal processes, increase successes and customer satisfaction.   
• General administration (e.g. documentation of processes, internal documentation to support customer interaction). 
• Ad-hoc tasks and projects as requested.
• Uphold high stakeholder and customer experience standards
• Provide clear communications, support, guidance and education
• Meet deadlines as agreed with the business and / or customer. 
• Update and prepare communications on the progress of projects and tasks. 
• Maintain and regularly review own Flying to 50 Personal Goals/KPI’s. 
• Increased Dealership sales by utilising CRM tools including Dealer Socket. 
• Retention of Dealers using the Pentana Solutions suite of CRM/DMS products 
• Completion of required documentation 
• Identify marketing to assist generation of revenue 
• Recommend Value Added Services (VAS) and products 
• Provide sales opportunity leads to other Pentana Solution units.

What’s in it for me?

The successful candidate will be rewarded with the opportunity to join a passionate group of highly experienced people in an inclusive local and global team. 

Other benefits include: 

• Attractive remuneration package – we believe in sharing the benefits of growth with alignment to our portfolio and company success.
• Relaxed but ambitious culture – We focus on delivering outcomes but have fun doing it.  
• Opportunity to collaborate with a broad range of departments – you will get to work with various departments across our organisation nationally and across the globe.
• THRIVE - our holistic wellbeing program. 
• GROW - our Learning and Development framework, where we aim to create a workplace that inspires continuous personal and professional growth. 
• Work-life balance, inclusive culture, community and social events, awards and recognition for your work.  

Who you are:

Professional:

• Demonstrated knowledge with automotive business processes, including but not limited to, Accounting, Vehicles, Parts, Showroom and Service. 
• Demonstrated experience with CRM/ERP experience within or outside automotive industry. 
• Strong knowledge of MS Office, in particular Excel. 
• A background in the automotive industry is highly desirable. 
• Excellent customer service, influencing and negotiation skills. 
• Strong communication, both written and verbal. 
• Pragmatic, with a critical thinking mindset and ability to apply quantative reasoning. 
• Strong attention to detail. 
• Demonstrated experience in training a group of people. 
• Excellent management skills.
• Ability to work under pressure and handle multiple projects concurrently. 
• Dealership experience is preferred.

Personal:

• Excellent relationship building skills. 
• Excellent stakeholder management and customer service, with the ability to demonstrate credibility. 
• Articulate, with ability communicate to different audiences/tailor approach. 
• Proactive, self-motivated with the ability to work effectively both, autonomously and within a team. 
• Flexible and adaptable.

If you feel you have the skills and qualifications to carry out this role, please click "Apply" and complete our short online application form.