SYRACUSE NY, Feb 2, 2024 — Impel, the global leader in AI-powered customer lifecycle management and digital merchandising for the automotive industry, announced today that Elizabeth Hern has joined the company as SVP, Customer Success. Hern brings nearly a decade of automotive retail technology experience to Impel, having previously served in leadership positions at Dealer Inspire (a Cars Commerce company) and Dealer.com (a Cox Automotive company). This announcement comes at a time of rapid growth for Impel and coincides with the Company’s recently announced partnerships with ACV Auctions and CDK Global.
Elizabeth is a seasoned strategic and operational executive, with a proven track record of developing and leading transformational initiatives for large scale service and SaaS organizations. Her focus on building high performing teams and exceptional client experiences has driven meaningful business results for high growth organizations in the automotive and travel industries. As SVP, Customer Success at Impel she will oversee a growing team of customer success managers, client onboarding specialists and technical support resources.
“As we continue to extend our position as the industry leader in Automotive AI, we remain laser-focused on bringing the best technology, products and support to our expanding customer base,” said Devin Daly, Impel CEO and Co-Founder. “Elizabeth’s wealth of experience in leading large-scale service and support operations, and her deep knowledge of automotive retailing, will be invaluable to our continued success and growth. We are thrilled to welcome her to the team, and I am confident that she will make a meaningful impact in helping our clients maximize the value of their technology investments.”
Prior to joining Impel, Hern served as Head of Managed Marketing Services at Dealer Inspire, where she led a team of 150 employees delivering digital marketing, creative and SEO services to more than 3,000 clients. Before that, Hern spent 7 years directing client support at Dealer.com. In this role, she led the restructuring and transformation of the 175-person Client Services organization during a multi-year period of acquisition and integration. Earlier in her career, Hern spent 20 years at American Express. As Director of Global Communications & Strategy at American Express, she provided executive leadership for global strategy operations and communications for their luxury travel and lifestyle business across 23 international markets.
“The need for intelligent automation in automotive retailing has never been greater, and Impel’s long-standing commitment to delivering innovative technology solutions backed by an unwavering commitment to customer satisfaction is incredibly inspiring,” said Elizabeth Hern. “I’m excited to be joining this dedicated team of professionals who are laser-focused on solving customer challenges and driving meaningful business impact for the customers around the world who rely on them to transform their business.”
Impel offers automotive dealers, OEMs, and third-party marketplaces the industry’s most advanced AI-powered customer lifecycle platform. The company’s end-to-end omnichannel solution leverages proprietary shopper behavioral data and generative conversational AI technology to deliver hyper-personalized experiences at every touchpoint. Impel’s fully integrated platform works seamlessly with all major website, CRM, and DMS platforms to deliver greater customer engagement and increase staff productivity. To date, the company has delivered more than 16 billion shopper interactions, influencing $4.5 billion in Sales and Service revenue across 51 countries.