Customer Success Specialist - Shop Team

OEC provides software solutions to those who work in the automotive parts and repair industry. Our solutions make it easier for automotive industry professionals to buy and sell parts, conduct repair research & planning, optimize estimates, improve the parts supply chain, and more. OEC partners with many of the world’s largest manufacturers, dealers and suppliers, shops and repairers, and service providers, giving our customers access to a comprehensive network and a streamlined workflow.

Job Summary

Builds and maintains customer relationships within a defined territory or group to educate and drive awareness of OEC Shop solutions. Provides onboarding support to new customers and introduces best practices in order to drive customer engagement and product utilization. Achieves targeted levels of customer utilization of OEC solutions to ensure customer satisfaction and incremental sales. Supports key customers within territory to exceed customer expectations and drive high levels of engagement. 

Responsibilities

• Manages customer-lifecycle and provides ongoing customer follow up and support, as well as drives customer adoption and utilization of our tools through proactive engagement. 
• Continues fluency in known product lines and focuses on a specific product when requested by Associate Manager or Manager in support of ongoing and changing business priorities; proactively learns new product information with the goal of becoming fluent in speaking all-OEC product language.
• Works with customers in body shops or repair facilities; educating service advisors, estimators, or repair shop manager(s) to encourage product usage at their facility (includes training of product functionality and completion of key configuration steps).
• Identifies at risk customers within territory to implement a targeted campaign for improvement if not seeing appropriate level of understanding or usage by 6-week mark. Organizes, executes, measures, and reports results to team and/or Associate Manager. Partners with Onboarding teammates to discuss efficacy and areas of opportunity to father engage and support customers.
• Achieves targeted levels of customer onboarding and implementation of OEC solutions to ensure customer satisfaction and usage.
• Responds to incoming requests from customers for product information and support; resolves client issues via phone and e-mail. 
• Utilizes the CRM to capture all customer interactions and maintains valid customer account information to help drive performance; engages with KnowledgeBase, provides reliable information of the solution.
• Leverages high level relationships with strategic repair shop partners to promote loyalty and drive advocacy. Communicates as appropriate with customers to provide repair shop feedback and opportunities.
• Works within CRM to manage activities to ensure appropriate communication and engagement with customers.
• Proactively manages customer’s desired outcome in context of using OEC applications.
• Contacts assigned accounts with a pending cancellation to obtain reason, re-establish desired outcomes, and identify opportunities to improve performance in an effort to rescind their cancellation and mitigate churn.

Education

Requires a High School Diploma or General Education Degree (GED).

Experience

At least 2 years of customer success or account management experience is required for this role. 

Must also be able to demonstrate the following skills and abilities:

• Organizational skills and ability to prioritize high-impact tasks and deliverables
• Keen ability to develop and foster business relationships with customers with a sense of urgency and appropriate follow up 
• Prior experience using Microsoft Dynamics CRM or preferred
• Ability to problem solve and think critically
• Experience as a Customer Success Specialist in a SaaS/Software organization is highly preferred
• Self-motivated with the ability to multi-task and pivot attention/resources as needed 

What makes working at OEC awesome? It varies from employee to employee. For some, it's the flexibility - whether it's remote work or a hybrid or in-person role, OEC takes our teams across multiple time zones and international communities. For others, it's the strong sense of camaraderie and community that celebrates both individuals and team-driven contributions. Or it could be the empowerment and how the team is encouraged to take risks, learn, and grow within a dynamic and supportive environment. But no matter what gets us out of bed in the morning, our whole global community is inspired to be forward thinking and drive innovative solutions for the automotive parts and repair industry. 
 

OEConnection is subject to certain governmental recordkeeping and reporting requirements for the administration of civil rights laws and regulations. In order to comply with these laws, we invite applicants and employees to voluntarily self-identify their gender, race and ethnicity. Submission of this information is strictly voluntary and refusal to provide it will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provision of applicable laws, executive orders, and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement. When reported, data will not identify any specific individual. This information will be maintained separately from your application for employment. If you do not wish to self-identify at this time, you may do so in the future by submitting this form. Failure to provide the following information will not subject you to any adverse action or treatment. OEConnection is an Equal Opportunity/ Affirmative Action employer. We provide equal employment opportunities to all qualified employees and applicants for employment without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability or any other legally protected status. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment or career development.