Field Product Advisor - Minneapolis Service Center

Field Product Advisor - Minneapolis Service Center

As a Field Product Advisor, you will be an integral member of our Field Sales organization, building relationships with prospective customers and growing the Rivian community. You will fully own the customer journey, ensuring each touchpoint is highly personalized. You will educate and inspire customers using various communication channels including in-person interactions, educational drives, phone, text, and email. This role requires passion for our brand and a desire to contribute to a high-performance culture. To be successful in this role, you must have a customer-first approach and thrive in ambiguous and unexpected environments, tackling all challenges with a flexible and solution-oriented mindset. The ideal candidate is self-motivated and results-driven, committed to creating memorable experiences that drive brand loyalty, customer satisfaction, and conversion.

Responsibilities :

• Consistently achieve or exceed monthly and quarterly targets and other key performance indicators such as demo drive volume, pipeline management, conversion support, customer satisfaction, and NPS.
• Ensure customer experience at your location(s) is best-in-class : authentic, engaging, educational and aligned with Rivian's core values and culture.
• Proactively engage, qualify, and support leads, following up across various stages of the customer journey to increase satisfaction, repeat business and referrals.
• Provide static and dynamic product demonstrations, asking open-ended questions to understand customers' needs and recommend suitable products and services.
• Maintain and share your in-depth knowledge of our products and services, features and benefits, and community stories to effectively guide customers in their decision-making process when considering Rivian.
• Build and manage a healthy customer pipeline by establishing positive, long-term relationships via high touch, responsive service.
• Host and support a variety of retail activations and experiential events to generate demand and connect with the broader Rivian community.
• Study and solicit customer feedback to understand and solve for customer pain points and opportunities for continuous improvement.
• Stay up to date on the automotive and EV competitive landscape and trends to keep a close pulse on what customers are considering, effectively build value in our products, and overcome objections.
• Share success strategies, best practices and continuous feedback with teammates to cultivate a culture of learning and winning together built on trust.
• Resolve customer escalations in the moment and promptly cascade outstanding issues to the appropriate teams.
• Communicate business trends and data to the leadership team with recommendations regarding areas of opportunity.
• Support and motivate fellow team members by providing clear direction and feedback.
• Pay close attention to customer sentiment and the quality of the service provided; coaching for exceptional performance.
• Perform keyholder location opening and closing duties and ensure policy & procedure are followed; duties include completing operational checklists, leading team huddles, and writing daily business recaps.
• Execute day to day operational duties, back of house upkeep, food & beverage support, shipping and receiving duties, general space upkeep, cleaning duties, and building or maintaining visual displays, and events as necessary.
• Uphold the operational framework, best practices, and playbooks to deliver the best experience possible to our community members and team.
• Take on additional projects, duties and assignments as required and / or by request from commercial leadership.

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