[Hiring] MSO Customer Success Specialist @OEC

Role Description

Acts as a real-time post-sale consultative partner to 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 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.

Qualifications

• 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.
• 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. All business-related travel is paid for by OEC.

Benefits

• Full benefits starting Day 1: Medical, Dental, and Vision
• 401(k) with company matching up to 4%
• Unlimited Paid Flex Time Off plus 10 company-paid annual holidays
• Company-issued laptop
• Monthly communication stipend
• One-time home office equipment stipend upon hire
• Professional development programs
• Tuition assistance available after 1 year of service
• Employee resource groups and exclusive employee discounts