Job Summary
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.
Responsibilities
Manages customer-lifecycle and provides ongoing customer follow up and support, as well as 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 by Associate Manager or Manager in support of ongoing and changing business priorities; proactively learns new product information with the goal of becoming fluent in speaking all-OEC product language.
Works with customers in body shops or repair facilities; educating service advisors, estimators, or repair shop manager(s) to encourage product usage at their facility (includes training of product functionality and completion of key configuration steps).
Identifies at risk customers within territory to implement a targeted campaign for improvement if not seeing appropriate level of understanding or usage by 6-week mark. Organizes, executes, measures, and reports results to team and/or Associate Manager. Partners with Onboarding teammates to discuss efficacy and areas of opportunity to father engage and support customers.
Achieves targeted levels of customer onboarding and implementation of OEC solutions to ensure customer satisfaction and usage.
Responds to incoming requests from customers for product information and support; resolves client issues via phone and e-mail.
Utilizes the CRM to capture all customer interactions and maintains valid customer account information to help drive performance; engages with KnowledgeBase, provides reliable information of the solution.
Leverages high level relationships with strategic repair shop partners to promote loyalty and drive advocacy. Communicates as appropriate with customers to provide repair shop feedback and opportunities.
Works within CRM to manage activities to ensure appropriate communication and engagement with customers.
Proactively manages customer’s desired outcome in context of using OEC applications.
Contacts assigned accounts with a pending cancellation to obtain reason, re-establish desired outcomes, and identify opportunities to improve performance in an effort to rescind their cancellation and mitigate churn.
Education
Requires a High School Diploma or General Education Degree (GED).
Experience
At least 2 years of customer success or account management experience is required for this role.
Must also be able to demonstrate the following skills and abilities:
Organizational skills and ability to prioritize high-impact tasks and deliverables
Keen ability to develop and foster business relationships with customers with a sense of urgency and appropriate follow up
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