MICHAEL SMITH
Montgomery,IL
Summary
Dynamic Sr. Director of Customer Operations at Vehlo/Dealerlogix, adept at driving customer success and optimizing onboarding processes. Expert in cross-functional collaboration and data-driven decision-making, I enhanced client retention by creating scalable frameworks and mentoring teams, ensuring tailored experiences that exceed expectations.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Sr. Director of Customer Operations
Vehlo/Dealerlogix
01.2019 - 04.2025
- Oversaw all day-to-day operations for Customer Success, Implementation, and Onboarding Teams across all divisions.
- Collaborated with Development, Product, Support, and Sales departments to meet performance KPIs and improve client outcomes.
- Defined and streamlined processes, tools, systems, and reporting metrics for CX and implementation functions.
- Managed a team of cross-functional leaders and individual contributors, fostering performance and accountability.
- Created scalable frameworks and standardized onboarding to improve retention and accelerate go-live timelines.
- Played a pivotal role in executive leadership meetings, providing insights and forecasts on customer impact and operations.
Implementation Director
Vehlo/Dealerlogix
01.2017 - 01.2019
- Led enterprise implementations, managing onboarding, client relationships, and solution adoption across business units.
- Created implementation playbooks, timelines, and onboarding workflows to ensure consistent delivery.
- Partnered with cross-functional teams to align expectations and deliver tailored client experiences.
- Mentored new team members and championed internal training programs to increase efficiency and engagement.
Implementation Trainer
Dealerlogix
12.2015 - 01.2017
- Delivered engaging software training for clients and teams, ensuring smooth adoption of Dealerlogix systems.
- Conducted remote and on-site sessions, provided support during go-lives, and reinforced learning post-implementation.
- Collaborated with Product and Implementation teams to tailor training based on evolving client and platform needs.
Parts Advisor / Manager
Tesla Motors
10.2014 - 12.2014
Service Writer / Parts / Dispatcher
DuPage Dodge, Chrysler, Jeep, and Ram
07.2014 - 10.2014
Parts Advisor
River Front Chrysler Jeep & Dodge
01.2001 - 07.2014
Education
High School Diploma -
West Aurora High School
Aurora, IL06-1999
Some College (No Degree) - Business Administration
Robert Morris College
Naperville, ILSkills
- Strategic & Operational Leadership
- Customer Experience & Success
- Cross-Functional Team Collaboration
- Process Improvement & Optimization
- Customer Journey Mapping
- Voice of the Customer (VoC) programs
- Onboarding and implementation oversight
- Salesforce
- Data-Driven Decision Making
- SaaS & Technical Enablement
- Retention & Engagement Strategy
- KPI Reporting & Executive Communication
- Budgeting & Resource Management
- Remote/Hybrid Team Leadership
- Stakeholder Communication
Certification
- Chrysler Certified for Parts and Service
- Dealer Tire Certified
- Quick Lane Lube Certified
- Forklift Certified
- Shipping Certified in Land, Air, and Ocean
Software Training
- CDK
- Rey
- Dealerbuilt
- DealerTrack
- PBS
- Hunter
- Brooke AI
- Dealer Tire
- Twilio
- AWS
- T2D
- EAdvisor
- Rapid Recon
- Shop Boss
- ChurnZero
- Salesforce
- Slack
References
References available upon request.
Timeline
Sr. Director of Customer Operations
Vehlo/Dealerlogix
01.2019 - 04.2025
Implementation Director
Vehlo/Dealerlogix
01.2017 - 01.2019
Implementation Trainer
Dealerlogix
12.2015 - 01.2017
Parts Advisor / Manager
Tesla Motors
10.2014 - 12.2014
Service Writer / Parts / Dispatcher
DuPage Dodge, Chrysler, Jeep, and Ram
07.2014 - 10.2014
Parts Advisor
River Front Chrysler Jeep & Dodge
01.2001 - 07.2014
High School Diploma -
West Aurora High School
Some College (No Degree) - Business Administration
Robert Morris College
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