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
Provides program, rollout and application support to departmental staff and clients. Assures administration associated with programs and rollout is complete and in accordance with guidelines and policies. Interfaces with industry partners (dealer groups, integration partners, OEMs, field reps, etc.) and internal team members to support the training, onboarding and management of OEC applications. Drives usage of all OEC products by selecting target accounts and developing and fostering relationships to increase usage. Develops new business within the industry and reports activity relating to all OEC solutions to leadership.
Key Responsibilities
1. Provides day-to-day supervision for the Customer Success team, which includes training and development, communication expectations and priorities, and managing call activity in the Customer Relationship Management (CRM) system. Coaches team members in an educational and consultative approach to drive and increase usage and adoption.
2. Drives departmental best practices for product business units thought the lens of Customer Success; resolves high-level obstacles; provides formal and informal feedback and provides call shadowing opportunities for continued improvement and growth.
3. Collaborates with higher-level management and Customer Success team members to develop customer journey map to enable highly engaged customers; implements success plays to re-engage low performers to drive usage and achieve desired business outcomes.
4. Creates a Customer First culture; empowers the team to fully understand customer objectives to become a trusted advisor, increase customer loyalty, and drive advocacy.
5. Leads product pilots from inception to implementation. Plans pilot and communicates goals and objectives, delegates roles and responsibilities to those involved internally and externally, executes pilot against established goals and timetable, and manages expectations and feedback to determine final product application and implementation.
6. Coordinates and collaborates with higher-level management to ensure overall departmental goals are achieved or exceeded. Reviews territory and customer performance utilizing business intelligence tools and customers’ desired business outcomes to drive action plans.
7. Monitors trends within the business and suggests strategies and action plans to higher-level management. Prepares routine and ad-hoc reporting which supports departmental and company goals and presents/reviews reports with recommendations for ongoing improvement and efficiency based on statistical data.
8. Ensures support for program application and rollout; balances workload across team to meet the changing business needs.
9. Receives escalated client concerns/issues and performs in-depth research; resolves client issues via phone and e-mail. Works with team members to closure or communicates issues and resolution to the team for ongoing educational purposes and improved customer satisfaction.
10. Assists leadership with hiring and onboarding of new employees.
Education
A bachelor’s degree from an accredited college or university is required, with a focus in Business Administration 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 8 years of progressively responsible experience working in a customer success/account management capacity, with at least 1 of those years working in a senior-level capacity with demonstrated leadership ability and illustrating a propensity to act in a supervisory role of leading a team while working with management on company initiatives and development & implementation of programs and product strategies.
Must also be able to demonstrate the following skills and abilities:

• Ability to lead and coach a diverse team and foster a positive and teamwork-oriented environment.
• Exceptional written and communication skills, with the ability to effectively tailor communications to a specific audience or call to action.
• Strong interpersonal skills and able to effectively develop collaborative working relationships with internal and external stakeholders.
• Can quickly learn and gain an understanding of company products and their features, benefits, and application within client locations.
• Able to apply principles of analytical thinking to understand client challenges, identify contributing factors, establish facts, draw valid conclusions, and recommend solutions based on all considerations.

Travel

• Occasional travel for this role is required and expected to be around 10% of worktime.

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.