About Rivian Rivian is on a mission to keep the world adventurous forever. This goes for the emissions-free Electric Adventure Vehicles we build, and the curious, courageous souls we seek to attract. As a company, we constantly challenge what’s possible, never simply accepting what has always been done. We reframe old problems, seek new solutions and operate comfortably in areas that are unknown. Our backgrounds are diverse, but our team shares a love of the outdoors and a desire to protect it for future generations. Role Summary As a Sr. Field Product Guide, you are an integral member of our Field Sales organization, building relationships with prospective customers and growing the Rivian community and brand. You are passionate not only for our brand and our mission but also hungry to contribute to a competitive team culture. You are able to educate and inspire customers throughout their journey through various tools and forms of communication, i.e.,. in-person, demo drives, phone, text, email, etc. As a Sr. Field Product Guide, you must have a customer-first approach and thrive in ambiguous and unexpected environments, tackling all challenges with a flexible and solution-oriented mindset. You are a self-driven and results-oriented individual who is passionate about providing memorable customer experiences that drive brand loyalty and customer satisfaction. Responsibilities Deploy Rivian’s customer engagement strategy at your location, generating demand and connecting with the broader community Ensure customer experience is best-in-class: authentic, engaging, educational and aligned with Rivian’s core values and culture Provide static and dynamic product demonstrations, asking open-ended questions to understand customers’ needs and recommend suitable products and services Manage engagement, qualification, capture, and scoring to shepherd leads through the customer journey by establishing positive, relationships with via high touch, responsive service Provide general education and support surrounding vehicle configurations, Rivian Shop orders, demo drive scheduling, the customer journey, and ownership experience 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 Stay up to date on auto 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 Maintain accurate and up-to-date customer records in the CRM system Accountable to KPIs that involve number of customer contacts handled, SLA responses, lead captures, demo drives scheduled, customer satisfaction, and any other goals that ensure the collective success of Rivian Host and support a variety of retail activations and experiential events to generate demand and connect with the broader Rivian community Resolve customer escalations in the moment and promptly cascade outstanding issues to the appropriate teams Share success strategies, best practices and continuous feedback with teammates to cultivate a culture of learning and winning together built on trust Perform 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 the field leadership Qualifications 4+ years of sales, retail, customer service or hospitality experience (top tier, premium brands, direct to consumer models, or auto/ EV experience preferred) Proven track record in a high-velocity customer engagement cycle, from prospecting to closing, in a commission-based environment Experience succeeding in a face-paced, dynamic start up environment with continuous iteration and changes Experience using CRM systems (Salesforce preferred) Strong communication and collaboration skills (written and verbal) Ability to work a flexible schedule to support customers on nights, weekends and/or holidays Ability and willingness to travel as needed to support events, new market launches, etc. Working knowledge of Microsoft Programs (Word, Excel, PowerPoint, Teams) and Google Workspace, with the ability to learn new tools quickly Comfortable operating large, high performance vehicles and conducting demo drives with customers Must have a valid driver’s license in the state/province of residence that you will be driving/operating a vehicle (or state that you are commuting daily to/from) No drug or alcohol related driving incidents in the last 3 years; No more than 1 serious moving violation in the last 3 years; No driving related suspensions or revocation of Driver License within a 3-5 year period; Will be subject to continuous Motor Vehicle Record (MVR) monitoring Ability to obtain and maintain local sales licenses if applicable in your state/province Competencies: Energetic, enthusiastic, and engaging customer interaction style Ability to understand and articulate concepts in the technology and automotive space Resilience and ability to overcome objections using active listening and critical thinking Ability to multi-task while providing exceptional quality of work Ability to work effectively both in a team and independently Excellent written and verbal language skills in English, additional languages a plus Ability to learn quickly, thrive in a fast-paced environment and adapt to changing timelines An obsessive approach to elevating the customer experience and commitment to taking every opportunity to over-deliver when it comes to delighting and interacting with our community Physical Requirements: Willingness to work in various working conditions including being in a full service retail center or unpredictable weather conditions Physical exertion may be required to perform occupational tasks (sitting up to 2 or more hours at a time, standing for up to 8 or more hours a day, walking, bending, kneeling, laying, twisting, carrying, reaching, stretching, pushing, pulling, and lifting up to 50 lbs). Frequent use of hands for purposes of grasping and using tools correctly, entering data, writing communications, or calling customers or internal partners Strong understanding of written and spoken English Ability to see, read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions or schematics Responsibilities Manage lead engagement, qualification, capture, and scoring to shepherd prospective customers through a sales pipeline. Manage general product support and event inquiries surrounding Vehicle Pre-Orders, Vehicle Configurations, Rivian Shop Orders, Retail Store Support, Demo Drive Scheduling, and additional support and pre-sales and ownership scope as assigned. Support a variety of retail activations and experiential events to generate demand and connect with the broader Rivian community. Engage and qualify Rivian customers and identify their unique needs to create personalized and memorable experiences that drive conversion and customer satisfaction Build and manage a healthy sales pipeline by establishing positive, long-term relationships with customers via high touch, responsive service Maintain accurate and up-to-date customer records in the CRM system. Accountable to KPIs that involve number of customer contacts handled, SLA responses, lead captures, demo drives scheduled, and any other goals that ensure the collective success of Rivian. Ensure customer experience is best-in-class: authentic, engaging, educational and aligned with Rivian’s core values and culture Perform day to day operational duties, back of house upkeep, food & beverage support, shipping and receiving duties, general space upkeep, cleaning duties, building or maintaining visual displays as necessary, 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 the field leadership Equal Opportunity Rivian is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender, gender expression, gender identity, genetic information or characteristics, physical or mental disability, marital/domestic partner status, age, military/veteran status, medical condition, or any other characteristic protected by law. Rivian is committed to ensuring that our hiring process is accessible for persons with disabilities. If you have a disability or limitation, such as those covered by the Americans with Disabilities Act, that requires accommodations to assist you in the search and application process, please email us at candidateaccommodations@rivian.com. Candidate Data Privacy Rivian may collect, use and disclose your personal information or personal data (within the meaning of the applicable data protection laws) when you apply for employment and/or participate in our recruitment processes (“Candidate Personal Data”). This data includes contact, demographic, communications, educational, professional, employment, social media/website, network/device, recruiting system usage/interaction, security and preference information. Rivian may use your Candidate Personal Data for the purposes of (i) tracking interactions with our recruiting system; (ii) carrying out, analyzing and improving our application and recruitment process, including assessing you and your application and conducting employment, background and reference checks; (iii) establishing an employment relationship or entering into an employment contract with you; (iv) complying with our legal, regulatory and corporate governance obligations; (v) recordkeeping; (vi) ensuring network and information security and preventing fraud; and (vii) as otherwise required or permitted by applicable law. Rivian may share your Candidate Personal Data with (i) internal personnel who have a need to know such information in order to perform their duties, including individuals on our People Team, Finance, Legal, and the team(s) with the position(s) for which you are applying; (ii) Rivian affiliates; and (iii) Rivian’s service providers, including providers of background checks, staffing services, and cloud services. Rivian may transfer or store internationally your Candidate Personal Data, including to or in the United States, Canada, the United Kingdom, and the European Union and in the cloud, and this data may be subject to the laws and accessible to the courts, law enforcement and national security authorities of such jurisdictions. Please note that we are currently not accepting applications from third party application services.