Canadian French Bilingual Customer Success Specialist

Job Summary

Builds and maintains relationships within a defined customer base to educate and drive awareness of OEM Certification, and with the aim of maintaining and expanding participation in various OEC programs and use of products. Provides onboarding support to new users/customers or as required in the normal lifecycle management process.

In order to be considered, candidates must live within the Province of Quebec and be able to read, write, understand, and fluently speak in both English and Canadian French. Experience in a repair facility or collision centre is also required for this role.

Key Responsibilities

1. Develops a strong knowledge of OEM Certification to become the trust expert for collision repair facilities pursuing OEM certifications.

2. Follows established standard operating procedures, to provide support to collision repair facilities that are enrolled to become certified.

3. Promotes OEM Certification programs to collision repair facilities that are renewing

4. Creates and builds power point presentations, and delivers via webinar presentations as required

5. Utilizes management system to track progress on accounts and provide reporting on results.

6. Works as part of the team to achieve shop enrollment and certification target numbers for each OEM partner certification program.

7. Provides excellent customer service and resolves user/client issues via phone and e-mail, in Canadian French, and English. Utilizes available opportunities to provide influential information that could result in additional product sales or upgrades.

8. Establishes relationships with industry stakeholders, including collision centre organizations, equipment suppliers, insurance company contacts, and others interested in learning about or supporting adoption of OEM Certification.

9. Travels to industry events as required and is comfortable formally presenting OEM Certification program information to a live audience.

10. Assists other departments in the rollout of products within markets that require Canadian French language skills.

11. Assists internal teams with translation services, as required, to support effective communications with an individual who speaks Canadian French as a native language.

Education

Requires an associate degree from an accredited college or, in the absence of a degree, directly related job experience building business relationships and facilitating product usage. 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 three years’ experience in a customer service or telephone/counter service or sales capacity, or experience in a business-to-business account management role producing quantifiable results through building strong customer relationships. Experience in a repair facility or collision centre is also required for this role.

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

• Strong interpersonal and relationship management skills with the ability to persuade and influence others.

• A self-starter with a results-oriented work style and organizational and problem-solving abilities.

• Ability to learn complex company products, and present them in a clear, concise manner, using the customer’s preferred language.

• Technical aptitude with knowledge of, or the ability to learn, computerized customer database and/or eBusiness account management tools.

• Engaging presentation skills and can effectively conduct presentations in both a virtual and in-person environment.

• Comfortable with taking ownership of work and independently/proactively completing job duties with little guidance.

Special Position Requirements

• Must be able to read, write, understand, and fluently speak in both English and Canadian French.

• Occasional travel is required to attend industry events.