Associate Manager Customer Success Ecommerce Supplier- Remote within the US

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

Job Summary/Objective

Leads, motivates, and manages a team of Customer Success Specialists to enhance awareness and understanding of OEC technologies while driving growth in parts sales. Ensures the achievement of departmental goals and actively contributes to defining success and delivering results in both current and new initiatives. Provides performance feedback, discusses professional development and growth, and addresses performance challenges within the team. Works cross-functionally to continuously assess and identify opportunities for improving the customer experience and journey with OEC. Focus on driving product adoption, expansion, retention, and customer satisfaction. Manages a portfolio of strategic accounts, serving as the primary point of contact to align customer and OEC objectives.

Key Responsibilities & Duties (essential To The Job)

• Supervises the Customer Success team, holding direct reports accountable for their performance. Maintains regular communication with team members to provide guidance, monitor productivity, and offer constructive feedback to ensure alignment with job expectations and target goals. Coaches team members using an educational and consultative approach to enhance product usage and drive adoption.
• Drives departmental best practices for product business units through the lens of Customer Success; resolves high-level obstacles; provides formal and informal feedback and provides call shadowing opportunities for continued improvement and growth.
• Works closely with senior management and Customer Success team members to develop and refine the customer journey map, fostering greater customer engagement. Implement strategic initiatives to re-engage underperforming customers, driving increased usage and ensuring the achievement of key business objectives.
• Creates a Customer First culture; empowers the team to fully understand customer objectives to become a trusted advisor, increase customer loyalty, and drive advocacy.
• Manages a small book of strategic accounts alongside team to remain relevant with technology and customer feedback and insights. Meets with customers to establish a positive OEC brand and support awareness.
• Leads product pilots, new feature introductions, and new manufacturer program launches from inception to implementation in collaboration with other OEC partners. Communicates goals and objectives, delegates roles and responsibilities to both internal and external stakeholders, executes against established goals and timelines, and manages expectations and feedback to determine final implementation and rollout.
• Collaborates with higher-level management to ensure overall departmental goals are achieved or exceeded. Reviews territory and customer performance utilizing business intelligence tools and customers’ desired business outcomes to drive action plans. Balances workload across team to meet the changing business needs.
• Monitors trends within the business and suggests strategies and action plans to higher-level management. Prepares routine and ad-hoc reporting which supports departmental and company goals, and presents/reviews reports with recommendations for ongoing improvement and efficiency based on statistical data.
• Receives escalated client concerns/issues and performs in-depth research; resolves client issues via phone and e-mail. Works with team members to closure, or communicates issues and resolution to the team for ongoing educational purposes and improved customer satisfaction .
• Assists leadership with hiring and onboarding of new employees.
  
  

Education

A bachelor’s degree from an accredited college or university is required, with a focus in Sales, Marketing, Business Administration, 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, Skills And Key Competencies

At least 8 years of progressively responsible experience working in a customer/account capacity, with at least 1 of those years working in a senior-level capacity with a demonstrated leadership ability, and illustrating a propensity to act in a supervisory role of leading a team while working with management on company initiatives and development & implementation of programs and product strategies.

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

• Ability to lead and coach a diverse team, and foster a positive and teamwork-oriented environment.
• Exceptional communication skills, with the ability to effectively tailor communications to a specific audience or call to action.
• Strong interpersonal skills and able to effectively develop collaborative working relationships with internal and external stakeholders.
• Can quickly learn and gain an understanding of company products and their features, benefits, and application within client locations.
• Strong analytical thinker to understand client challenges, identify contributing factors, establish facts, draw valid conclusions, and recommend solutions based on all considerations.
• Flexible and adaptable approach to work, and can easily adjust to shifts in priorities as the needs of the business change.
  
  

Special Position Requirements

• Local and occasional travel for this role is required and expected to be around 20% of work time.
  
  

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.

OEConnection is subject to certain governmental recordkeeping and reporting requirements for the administration of civil rights laws and regulations. In order to comply with these laws, we invite applicants and employees to voluntarily self-identify their gender, race and ethnicity. Submission of this information is strictly voluntary and refusal to provide it will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provision of applicable laws, executive orders, and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement. When reported, data will not identify any specific individual. This information will be maintained separately from your application for employment. If you do not wish to self-identify at this time, you may do so in the future by submitting this form. Failure to provide the following information will not subject you to any adverse action or treatment. OEConnection is an Equal Opportunity/ Affirmative Action employer. We provide equal employment opportunities to all qualified employees and applicants for employment without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability or any other legally protected status. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment or career development.

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