[Hiring] Customer Success Specialist @OEC

Role Description

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.

• Manages customer-lifecycle and provides ongoing customer follow up and support.
• 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.
• Works with customers in body shops or repair facilities; educating service advisors, estimators, or repair shop manager(s).
• Identifies at risk customers within territory to implement a targeted campaign for improvement.
• Achieves targeted levels of customer onboarding and implementation of OEC solutions.
• Responds to incoming requests from customers for product information and support.
• Utilizes the CRM to capture all customer interactions and maintains valid customer account information.
• Leverages high level relationships with strategic repair shop partners to promote loyalty.
• Contacts assigned accounts with a pending cancellation to obtain reason and re-establish desired outcomes.

Qualifications

• Requires a High School Diploma or General Education Degree (GED).
• At least 2 years of customer success or account management experience is required.
• Organizational skills and ability to prioritize high-impact tasks and deliverables.
• Keen ability to develop and foster business relationships with customers.
• 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.

Benefits

• Flexibility in work arrangements (remote, hybrid, or in-person).
• Strong sense of camaraderie and community.
• Empowerment to take risks, learn, and grow within a dynamic and supportive environment.