Customer Success Specialist - Onboarding

OEC provides software solutions to those who work in the automotive parts and collision industry. Our solutions make it easier for automotive 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.

Customer Success Specialist - Onboarding New Customers

Position Summary

Builds and maintains customer relationships within a defined territory to onboard and train new customers on OEC's solutions RepairLogic and estimateIQ. Provides initial 6-week onboarding support to new customers and introduces best practices in order to drive customer engagement and product utilization, thereby creating efficiencies in the repair planning and estimation processes.

Experience in automotive repair, collision, and/or estimation is required for this role.

Responsibilities

• Onboards new customers to our platforms RepairLogic and estimateIQ and provides initial 6-week implementation.
• 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.
• Completes initial implementation activities within established timeframe (6 weeks), working 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 Adoption 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.

Education

Requires a General Education Degree.

Experience

A background in automotive repair, collision, and/or estimation is required for this role. This includes, but is not limited to, experience in a repair shop setting in an estimation role or service advisor 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
• Prior experience using Microsoft Dynamics CRM or preferred
• Prior or current experience utilizing OEC's software systems RepairLogic and/or estimateIQ would be extremely helpful
• SaaS/Software and/or product experience highly preferred
• Ability to multi-task and pivot attention/resources as needed

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.