Customer Success Specialist - Remote within the United States

Position Summary

Builds and maintains customer relationships within a defined territory to educate and drive awareness of OEC's solutions RepairLink, CollisionLink, TraxCollision, TraxMechanical and DeliveryTrax. Provides post onboarding support to customers for the life of their contracts. Main responsibilities in this role will encompass Product Adoption, Optimization, Customer Engagement and Cancellation Mitigation. Responsible for achieving targeted levels of customer utilization of OEC solutions to ensure customer satisfaction and incremental parts sales. 

Job Duties

1. Provides post onboarding support to customers on our platforms RepairLink, CollisionLink, TraxCollision, TraxMechanical, and DeliveryTrax throughout the life of their contracts.

2. 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.

3. Supports dealers, body shops, fleet accounts, tire distributors, or repair facilities and educates parts, service, or repair manager(s) to enhance product usage at facility (includes review of product functionality and completion of key configuration steps).

4. Establishes desired outcomes, creating short term and long-term goals to drive product adoption.  Provides meaningful data to coach dealer on marketing strategies, and performance feedback to achieve goals and improve time to value.

5. Achieves targeted levels of customer utilization of OEC solutions to ensure customer satisfaction.

6. Responds to incoming requests from customers for product information and support; resolves client issues via phone and e-mail.  Utilizes available opportunities to provide influential information that could result in additional product sales or upgrades.

7. Utilizes business intelligence tools to track usage activities; recognizes trends and makes consultative recommendations to the customer.

8. Executes success plans appropriate for OEM, region and dealer business model to further accelerate and expand product use beyond initial launch.

9. Utilizes the CRM to capture all customer interactions and maintains valid customer account information to help drive performance; engages with KnowledgeBase, providing reliable information of the solution.

10. Establishes high level relationships with dealer management and department champions; drives customer engagement and increases overall parts sales through coaching.

11. Works with Associate Manager to prioritize workload and leverage CRM to manage activities to ensure appropriate communication and engagement with customers.

12. Identifies upsell opportunities for performance coaching, product upgrades or additional sales and communicates opportunities to Direct Sales team along with supporting information through CRM.

13. Proactively manages customer’s desired outcome in context of using OEC applications.

14. Contacts assigned accounts with a pending cancellation to obtain reason, re-establish desired outcomes, and identify opportunities to improve performance in an effort to mitigate their cancellation request and retain them as a customer.

15. Increases overall parts sales through coaching of Dealer parts staff.

Education

Requires an associate degree from an accredited college or, in the absence of a degree, directly related job experience building business relationships and facilitating product usage.

Experience

At least two (2) years of prior experience in a customer success or account manager role. Candidates with automotive industry and SaaS customer success experience highly preferred. Additionally, we are looking for:

• Organizational skills and ability to prioritize high-impact tasks and deliverables
• Keen ability to develop and foster business relationships with customers
• Proven success working in customer facing roles 
• Motivated critical thinkers who can work independently with little guidance 
• Prior experience using Microsoft Dynamics CRM or preferred
• Prior or current experience utilizing OEC's parts ordering systems would be extremely helpful
• SaaS/Software and/or product experience highly preferred
• Ability to multi-task and pivot attention/resources as needed 

Travel

Travel for this position is infrequent but may be required based on business/customer needs. Anticipated travel is <10%.