Experienced software industry professional’s role reinforces the company’s strategy and commitment to the success of each customer.
SAN DIEGO, Calif. — August 24, 2021 — Procede Software, a leading heavy-duty truck and commercial vehicle dealer management system (DMS) and solutions provider, today announced Josh Smith has been named Senior Manager of Customer Success. The appointment of Smith to lead the organization’s Customer Success team reflects Procede Software’s ongoing commitment to bringing value to customers by partnering with them to find new and innovative ways to solve their business challenges. Smith will be responsible for championing customer success, which entails leading the client relationship, consulting with clients to solve their business challenges, and ensuring they get the greatest possible value out of their investment in Excede DMS.
“With our Customer Success program, we remain actively committed to partnering with each customer to foster strong relationships and help them get the most out of their partnership with Procede Software,” said Chief Customer Officer (CCO) Deanna Cocco. “With his extensive experience in both the software industry and the customer success field, as well as his passion for serving others, we are excited to see how Josh’s work will impact our customers.”
Smith is a 15-year software industry veteran who grew up within the trucking industry. “My grandfather was a driver, and my uncle owns a large Freightliner fleet as part of his growing trucking company, so I am excited to become a part of the Procede family and to continue my own family’s tradition of serving the industry,” said Smith. “Relationships are a foundational part of the heavy-duty trucking industry. Because strong relationships take focused effort, Procede Software has dedicated an entire team focused on their success.”
The Customer Success Team: A Partner, Consultant, and Advocate
The Customer Success team’s charter includes partnering with Procede Software’s clients and serving as a consultant who helps them optimize their use of Excede DMS to achieve their business goals. “Excede DMS has so many moving parts, so Customer Success often functions as an umbrella for related services—a way to streamline customer access to the resources they need, whether that’s Professional Services, Education and Training, or Support,” Smith explained.
Specifically, the Customer Success team works to ensure customer success by:
- Consulting with customers to understand, and overcome, their business challenges
- Collaborating with customers to maximize their use of Excede DMS in order to run their businesses more efficiently
- Helping to resolve complex or time-sensitive issues by pulling in the right cross-functional resources to troubleshoot and problem solve
- Conducting Annual Business Reviews to determine status of the relationship, identify opportunities for growth, and develop an annual success plan
Engagements with the Customer Success team are a value-added service—there is no cost to engage with them—and the engagements are completely individualized. “Every dealership is different—there is no one-size-fits-all,” said Smith. We’re here to help customers figure out how to use Excede DMS in the way that works best for them, and we’re happy to meet them where they are. That might mean creating success plans, pulling in resources, or helping them overcome whatever hurdles they face.”
If you’re a Procede Software customer and would like to connect with the Customer Success team, email CustomerSuccess@ProcedeSoftware.com.
About Procede Software
Since 2001, Procede Software has been a leading provider of enterprise-level Dealer Management Solutions (DMS) for the heavy-duty truck and ancillary markets. Serving dealer locations throughout the United States and Canada, the industry’s leading dealerships trust Excede to run their business because of its full functionality across all dealership departments, high reliability, and strong integration with their OEM providers. Procede Software is a Microsoft Certified Gold Partner: Excede, its powerful DMS, leverages the strength of Microsoft® SQL technology to provide advanced Windows® and browser-based applications with real-time information.