Associate Manager, Customer Success

Job SummaryProvides day-to-day guidance and support to the OEM Customer Success Specialists. Acts as a consultative partner to OEM customers to ensure a positive experience by maximizing the value and benefit of product or service offerings. Drives increased revenue and high levels of satisfaction with OEM customers. Maintains a deep knowledge of OEM, industry, product, and role in the market. Tracks success of OEM programs through metrics to help manage program performance to objectives. Works cross-functionally with National Accounts, Product, Direct Sales, Marketing, and Account Support teams to ensure key tasks are being managed successfully.

Key Responsibilities1. Manages daily activities and staff of the OEM Customer Success team which includes setting objectives and goals, communicating priorities, providing performance feedback, offering professional development opportunities, and guiding the team in their day-to-day account management. Addresses and documents performance issues in a timely manner.2. Builds long-standing and successful relationships with clients; strengthens industry partnerships and engages industry stakeholders. Builds trusted partner relationships among all levels within the OEM organization. Helps discover short-term and long-terms objectives along with overall strategy to help better align OEC products and services within the OEM3. Coordinates travel to OEMs on a semi-annual basis, and coordinates calls and virtual meetings with OEM brands at a regular cadence to build relationships and develop rapport in the spirit of maintaining a trusted partner relationship. Focuses on helping to understand and define OEM goals/desired outcomes with program implementation and creates solutions that meet both the organization and the client’s annual objectives.4. Evaluates industry trends to create preemptive solutions, roadmaps, and pricing sheets.5. Educates our internal teams on new OEM CRN objectives and projects, and 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.6. 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.7. Oversees agreements and takes a proactive approach with upcoming renewals and Request for Proposals (RFPs).8. Provides advice regarding strategic and operational partnership requirements, and analysis of program performance, Return on Investment (ROI), and ongoing opportunities for program improvement.9. Supports new program rollouts/launches in conjunction with Product and other OEC cross-functional teams.10. Creates presentations for a variety of groups and needs, including webinars for OEM partners.11. Oversees marketing efforts, email campaigns, and newsletters.12. Communicates with OEM dealers and field representatives regarding network updates and initiatives.13. Assists department leadership with hiring and onboarding of new team members.

EducationA 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.

ExperienceAt least 8 years of progressively responsible experience in account management or customer success, plus at least 1 year of informal management experience such as leading workgroups, committees or cross functional projects and/or assisting leadership with delegating and tracking work activities or providing mentorship to junior level team members.Must also be able to demonstrate the following skills and abilities:· Excellent interpersonal and relationship building skills, with the ability to work collaboratively within and across teams.· Exceptional written and verbal communication skills with the ability to tailor communications to a specific audience or call to action.· Excellent problem-solver and can resolve multi-faceted and complex client issues.· Proactive approach to work and can effectively move work forward to ensure team deliverables are achieved.· Flexible and adaptable approach to work and can easily adjust to shifts in priorities as the needs of the business change.

Special Position Requirements· Domestic travel for this position is required and anticipated to be up to 25% of work time.· International travel may be required on an occasional and limited basis.· Must be able to flex work hours as needed to work with teams and clients across time zones.