Apply on Employer Site

OEC · 17 hours ago

Customer Success Specialist Shop - Remote within the United States

United States

Full-time

Remote

New Grad, Entry Level

OEC provides software solutions for the automotive parts and repair industry, facilitating efficient transactions and operations. The Customer Success Specialist will build and maintain customer relationships, onboarding new clients to OEC's platforms and ensuring their successful implementation and utilization of the products.

ComputerE-CommerceSoftware

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