Canadian French Bilingual Customer Success Specialist - Remote within the United States

OEC

8d•Remote

About The Position

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 Develops and maintains strong customer relationships within assigned territory of Quebec, Canada to drive awareness, adoption, and retention of OEC solutions using dual languages English and Canadian French. Provides strategic support to newly enrolled and onboarded customers by sharing best practices that enhance product engagement and maximize utilization, ultimately increasing parts sales through OEC platforms. Collaborates with internal teams to identify opportunities for customer engagement and product adoption. Serves as a key company resource for Canadian French to English translation needs. To be considered for this role, candidates must be able to read, write, understand, and speak English and Canadian French fluently or proficiently

Requirements

To be considered for this role, candidates must be able to read, write, understand, and speak English and Canadian French fluently or proficiently
An associate degree from an accredited college or university is required. 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.
At least 2 years of experience in a customer success, customer onboarding and/or sales role, to include a proven background producing quantifiable results through outbound phone contact on a regular basis.
Able to read, write, understand, and speak English and Canadian French fluently or proficiently.
Strong organizational skills with the ability to prioritize and manage day-to-day responsibilities within scope of work, and use time, energy and resources to meet goals, deadlines, and deliverables.
Strong communication skills and can easily shift between communicating in different languages, while tailoring communication to a specific client or call to action.
Able to communicate in a respectful and constructive manner, even during challenging or frustrating situations.
Flexible and adaptable approach to work and can easily pivot to shifting priorities as the needs of the business change.
Able to effectively work and thrive in a remote environment that has limited opportunities for in-person interactions with the willingness and ability to attend virtual meetings with the laptop camera on.

Responsibilities

Consults across OEC platforms regarding part solutions based on a solid knowledge of company applications which may include Collision, Mechanical, Retail, and Delivery/Logistics.
Maintains fluency in existing product lines. Acquires knowledge of new product offerings or features.
Supports and educates clients in their preferred language, to enhance product usage post onboarding. Reviews product functionality, key configuration setup, and specific feature overview while training additional users, creating marketing campaigns and collecting customer feedback aligned with OEC and customer goals.
Establishes desired outcomes, creating short-term and long-term goals to drive product adoption. Identifies and provides meaningful data to coach suppliers on effective strategies and to provide results of those efforts.
Achieves targeted levels of customer utilization to ensure customer satisfaction by tracking identified metrics, spotting usage trends and proactively engaging with customers to increase adoption and customer advocacy.
Responds to incoming requests from customers or OEC teams for product information and support including product re-training, adoption efforts, feature education or cancellation inquiries. Provides language translation services and communicates product and application information clearly in the customer’s preferred language.
Provides basic troubleshooting guidance for technical questions and escalates as needed for additional support.
Utilizes business intelligence tools to track usage activities; recognizes trends and makes consultative recommendations to the customer.
Utilizes the CRM to capture all customer interactions and maintains valid customer account information. Accesses internal KnowledgeBase to provide reliable answers to customer inquiries or troubleshooting requests.
Identifies upsell opportunities for performance coaching, product upgrades or additional sales and communicates opportunities to Direct Sales team along with supporting information through CRM.
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.
Identifies at risk customers within territory to implement a targeted campaign for improvement. Organizes, executes, measures, and reports results to team and/or Manager.
Assists in OEM and Product specific new program launches, feature upgrades, pilots and special promotions by engaging with customers in their preferred language and partnering with other internal OEC teams.
Partners with cross-functional teams to support product rollouts, webinars, or customer outreach as needed, in markets requiring special language expertise.