OEM Customer Success Specialist

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.

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. Collision industry experience, especially working in or managing a repair or body shop, 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 20% of work time.