Customer Success Supplier Specialist

Job Summary

Develops and maintains strong customer relationships within an assigned territory to drive awareness, adoption, and retention of OEC solutions. Provides strategic support to newly enrolled and onboarded customers by sharing best practices that enhance product engagement and maximize utilization, ultimately increasing parts sales through OEC platforms. Collaborates with internal teams, including leadership and analysts, to identify opportunities for customer engagement, improve satisfaction, support product adoption, and uncover potential areas for business expansion.

Key Responsibilities

• Consults across OEC platforms regarding part solutions based on a solid knowledge of company applications which may include Collision, Mechanical, Retail, and Delivery/Logistics.
• Maintains fluency in existing product lines. Proactively acquires knowledge of new product offerings or features with the goal of achieving fluency across the full OEC product portfolio.
• Supports and educates clients to enhance product usage post onboarding. Reviews product functionality, assessment of key configuration setup, and specific feature overview while training additional users, creating marketing campaigns and collecting customer feedback aligned with OEC and customer goals.
• Establishes desired outcomes, creating short-term and long-term goals to drive product adoption. Identifies and provides meaningful data to coach suppliers on effective strategies and to provide results of those efforts. 
• Achieves targeted levels of customer utilization to ensure customer satisfaction by tracking identified metrics, spotting usage trends and proactively engaging with customers to increase adoption and customer advocacy. 
• Responds to incoming requests from customers or other OEC teams (marketing, sales, Product) for product information and support including product re-training, adoption efforts, feature education or cancellation inquiries.
• Provides basic troubleshooting guidance for technical questions and escalates as needed for additional support.
• Utilizes business intelligence tools to track usage activities; recognizes trends and makes consultative recommendations to the customer.
• Utilizes the CRM to capture all customer interactions and maintains valid customer account information. Accesses internal KnowledgeBase to provide reliable answers to customer inquiries or troubleshooting requests. 
• Works with Manager to prioritize workload and leverage CRM to manage activities to ensure appropriate communication and engagement with customers.
• Identifies upsell opportunities for performance coaching, product upgrades or additional sales and communicates opportunities to Direct Sales team along with supporting information through CRM. 
• 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.
• Identifies at risk customers within territory to implement a targeted campaign for improvement.  Organizes, executes, measures, and reports results to team and/or Manager. 
• Assists in OEM and Product specific new program launches, feature upgrades, pilots and special promotions by engaging with customers directly and partnering with other internal OEC teams.

Education

An associate degree from an accredited college or university is required. In the absence of a degree, equivalent work experience directly related to the key responsibilities of the role will be considered as a substitute for the degree.

Experience

At least 2 years of experience in a customer focused, SMB customer success or account management role, to include a proven background producing quantifiable results through routine, proactive outbound phone contact.

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

• Basic to intermediate skills using all Microsoft 365 products, with a focus on Excel.
• Strong organizational abilities with the ability to organize and manage day-to-day work and priorities, and use time, energy and resources to meet goals, deadlines, and deliverables.
• Strong communication skills and can effectively target communications to a specific client or call to action.
• Able to communicate in a respectful, positive and constructive manner, even during times of challenge and frustration. 
• Flexible and adaptable approach to work and can easily adjust to shifts in priorities as the needs of the business change.
• Able to effectively work and thrive in a remote work environment that has limited opportunities for in-person interactions.