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OEM Customer Success Specialist

2 months ago

Dallas, Texas, United States OEC Full time

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 consultative partner to Original Equipment Manufacturer (OEM) customers to ensure a positive experience by maximizing the value and benefit of product or service offerings. Maintains a deep knowledge of OEM, industry, product, and role in the market. Manages the industry relations portfolio to assists in OEM onboarding, and creates new OEM implementations and training, and program performance reviews to ensure the client experience is seamless and consistent. Stays proactively engaged with OEMs 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 internal teams to ensure key tasks are being managed successfully.

Candidates must reside in the greater Dallas, TX metropolitan area in order to be considered for this position as it is a hybrid role working onsite 3 days per week (Tues.-Thurs.) in Plano, TX.

Key Responsibilities

  1. Serves as the designated OEM point of contact upon post-sales completion. Assumes responsibility for day-to-day account management and builds successful relationships with clients via onsite visits, calls, and virtual meetings. Identifies OEM goals/desired outcomes with program implementation and creates solutions that meet both the organization and the client's annual objectives.
  2. Evaluates industry trends to create preemptive solutions, roadmaps, and pricing sheets.
  3. Educates our internal teams on new OEM CRN objectives and projects.
  4. Receives OEM issues, conducts research to clarify and resolve issues, and communicates resolution to the customer support team for ongoing educational purposes and improved customer support.
  5. Oversees agreements and takes a proactive approach with upcoming renewals and Request for Proposals (RFPs).
  6. Provides advice regarding strategic and operational partnership requirements.
  7. Provides analysis of program performance, Return on Investment (ROI), and ongoing opportunities for program improvement.
  8. Supports new program rollouts/launches in conjunction with Product and other OEC cross-functional teams.
  9. Creates presentations for a variety of groups and needs, including webinars for OEM partners.
  10. Educates industry leaders, OEMs, Dealers, and outside groups on the importance of Certification, and shares feedback from shops, account managers, and Regional Directors with OEM clients.
  11. Oversees marketing efforts, email campaigns, and newsletters.
  12. Supports "Tier 1" questions regarding product support and collaborates with product Subject Matter Experts (SMEs) on "Tier 2" requests that require specialized knowledge. Collaborates with sales, marketing, customer support and product teams to understand areas of customer dissatisfaction and recommends solutions.
  13. Communicates with OEM dealers and field representatives regarding network updates and initiatives.

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 is required implementing and improving account relationships in a customer success or account management capacity, along with a solid background working with various clients and related company products, as well as prior exposure to the development/implementation of program and product strategies. Automotive industry experience, especially working with OEMs is highly preferred.

Must also be able to demonstrate the following skills and abilities:

  • Strong interpersonal and relationship building skills, with the ability to work collaboratively across teams and form trusting relationships with clients.
  • Can quickly learn and gain a thorough understanding of OEC applications, programs, and systems.
  • Excellent written, verbal, and presentation skills.
  • Strong problem-solver and team player.
  • Can effectively organize and manage day-to-day work and priorities, and use time, energy and resources to meet goals, deadlines, and deliverables.
  • Able to communicate in a respectful, positive and constructive manner, even during times of challenge and frustration.
  • Flexible and adaptable approach to work and can easily adjust to shifts in priorities as the needs of the business change.

Travel

  • Domestic travel for this position is required and anticipated to be up to 25% 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.

Other details

  • Job Family Customer Success
  • Pay Type Salary
  • Travel Required Yes
  • Travel % 25

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