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
Acts as a real-time post-sale consultative partner to MSO Enterprise customers and ensures a positive experience by maximizing value and benefit of product or service offerings. Maintains a deep knowledge of aftersales ecosystem, product, and role in the market. Assists in product recommendations, customer onboarding, new service implementations and training to ensure client experience is seamless and consistent. Stays proactively engaged with customer to ensure product or service is functioning as intended and adding expected value. Tracks success through metrics to help manage program performance to objectives. Works cross functionally with National Accounts, Product, Direct Sales, Marketing and across all Customer Success teams to ensure key tasks are being managed successfully.
Key Responsibilities
- Serves as a designated customer point of contact upon post sales completion. Assumes responsibility for day-to-day account management. Travels to customers on recurring basis, or as necessary, to build relationships and develop rapport in the spirit of maintaining a trusted partner relationship.
- Focuses on helping to understand and define customer goals with new services or program implementation. Drives launch in conjunction with National Accounts, Product and other OEC cross functional teams.
- Builds trusted partner relationships within appropriate levels of the customer organization. Helps discover short- and long-term objectives along with overall strategy in order to help better align OEC products and services with customer expectations and desired outcomes.
- Resolves customer issues via phone, email or, if necessary, field visits. Communicates resolution to the team for ongoing educational purposes and improved customer support and services.
- Supports “Tier 1” questions regarding product support and collaborates with product SMEs on “Tier 2” types of requests that require specialized knowledge. Collaborates with sales, marketing, customer support and product teams to understand areas of customer dissatisfaction and recommends solutions.
- Creates and analyzes ad-hoc and routine analysis and recommends actions to the customers for increasing program/product usage. Studies information and utilizes data and suggestions for strategic growth and continued improvement. Analyzes user performance to identify gaps and partners with customer and internal stakeholders on strategies to improve performance. Communicates with customers on a monthly basis to review performance and Key Performance Indicators (KPIs).
- Supports customer reporting needs and partners with National Accounts, Product and Business Intelligence to define expectations of what data is provided at no charge versus areas that are for fee.
- Provides regular communications with National Accounts and Product on key action items, requests or issues that arise. Identifies and shares new business opportunities or competitive threats during the course of conversations. Tracks interactions in the Customer Relationship Management (CRM) system.
- Evaluates processes, procedures and systems on a continuous basis, and helps to implement quality improvements in collaboration with other stakeholders.
Education
A bachelor’s degree from an accredited college or university is required, with a focus in Business or related discipline. 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 3 years of experience implementing and improving account relationships in a Customer Success capacity, plus a solid background working with various clients and related company products and with development/implementation of program and product strategies.
SaaS/Software and/or automotive industry experience are highly preferred.
Must also be able to demonstrate the following skills and abilities:
- Excellent written and verbal communication skills.
- Able to learn a variety of SaaS products, including new products launched internationally.
- Thorough understanding of (or ability to quickly learn and understand) OEC applications, programs, and systems both internal or related, as well as departmental guidelines and policies to be able to improve/update and implement all, as necessary.
- Strong problem-solving skills with the ability to resolve client issues.
- Able to effectively consult with individual client locations and form collaborative relationships to increase customer retention, usage, and number of clients.
- Can effectively work in a self-directed manner under moderate supervision, to move work forward and ensure timely client communications.
Travel
- Travel to customer locations will be required as needed and anticipated to be up to 20% of work time.
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.
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