An ADP Client, Proactive Dealer Solutions is actively seeking a Product Knowledge and Analysis Specialist to join their team in their Huntersville, NC office.
About Proactive Dealer Solutions:
Founded in 2001, Proactive Dealer Solutions focuses on partnering with dealers to drive their gross profit and service revenue by transforming the dealership's culture through people, process, and technology. As a single-source solution, our comprehensive, customizable training, coaching, and lead management programs support a range of clients from single-store solutions to national programs in the automotive, RV, marine, and powersports industries. We help dealers & OEMs build customer and brand loyalty through a customer retention strategy focused on delivering an excellent customer experience across the entire organization.
About the Role:
Proactive Dealer Solutions (PDS) is seeking a Product Knowledge and Analysis Specialist to join our Product team, focusing on the management of our software knowledge base, release notes, and the curation of our learning management system (LMS) for Brooke.ai. This role is essential in ensuring that both our teams and customers have access to clear, accurate, and timely information about our products. Additionally, this position will support product planning through business analysis and competitive research, contributing valuable insights for future development.
Responsibilities include but are not limited to:
Knowledge Base Management: Develop, update, and maintain the software knowledge base, ensuring all documentation is accurate, comprehensive, and user-friendly.
Release Notes Creation: Collaborate with the development team to produce detailed release notes for each software update.
LMS Curation for Brooke.ai: Curate and maintain the learning management system, developing engaging and informative training modules for both internal teams and customers.
Slack Channel Moderator: Establish, maintain and moderate a Slack channel designed for real-time product questions and discussions. This involves creating and being the primary contributor of a collaborative space where team members can seek and share information about Brooke.ai, ensuring timely responses to inquires and fostering a culture of knowledge sharing.
Custom GPT: Spearhead the creation and ongoing refinement of a custom Generative Pre-trained Transformer (GPT) model tailored for comprehensive product knowledge and troubleshooting support. This initiative aims to harness the power of AI to enhance the accessibility and accuracy of product-related information for both internal teams and customers.
Internal Training: Design and deliver training sessions to ensure internal teams are well-informed about the latest product updates and functionalities.
Business Analysis: Conduct market research, competitor analysis, and gather user feedback to support informed product planning and decision-making.
Product Planning Support: Assist in the development of product roadmaps and feature specifications by providing analytical support and insights.
Cross-Functional Collaboration: Work closely with development, marketing, customer support, and sales teams to ensure cohesive product knowledge and messaging.
User Feedback Analysis: Analyze user feedback and usage data to identify trends, issues, and opportunities for product improvement.
Ideal Candidate:
Bachelor's degree in Business, Communications, Information Technology, or a related field preferred
1-3 years of professional workforce experience preferred
Proven experience in technical writing, knowledge management, or a similar role within a software product environment.
Experience in curating content for learning management systems, preferably related to software products.
Strong analytical skills with experience in business analysis or product research.
Excellent communication and presentation skills.
Familiarity with documentation and collaboration tools (e.g., Confluence, JIRA, Trello).
Ability to work cross-functionally and collaborate with multiple teams.
Detail-oriented with a strong focus on accuracy and quality.
Self-motivated with the ability to manage multiple projects simultaneously.
Experience in the automotive industry considered a valuable asset.
Additional Important Information & Offerings:
M-F, 9 - 5 hours; In-Office Work Schedule with hybrid flexibility after training
$50,000 - $60,000 salary range (experience depending)
Medical/Dental/Vision Insurance
401(k) plan w/ employer match
PTO, sick time, and paid Holidays
Team-oriented, positive, and supportive company culture environment