Enterprise Customer Success Manager - Remote within the United States

OEC

4d•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 Owns the CRN customer relationship for assigned Original Equipment Manufacturers (OEMs), and acts as a consultative partner to maximize the value and benefit of product/service offerings and drive client engagement and retention. Provides day-to-day guidance to the CRN OEM Customer Success team. Maintains deep knowledge of OEM, industry, product, and role in the market. Tracks success of OEM programs through metrics to help manage program performance to objectives. Works cross-functionally with National Accounts, Product, Operations, Direct Sales, Marketing, and Support teams to ensure key tasks are being managed successfully.

Requirements

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.
At least 8 years of experience in enterprise customer success building value with large enterprise customers across software and services, and at least 1 year of informal management experience such as leading workgroups, committees or cross functional projects and/or assisting leadership with delegating and tracking work activities or providing mentorship to junior level team members.
Must also be able to demonstrate the following skills and abilities:
Excellent relationship and account management skills and seen as a trusted and credible business partner to assigned OEM clients and internal teams.
Ability to lead and coach a diverse team and foster a positive and teamwork-oriented environment.
Excellent communication skills, with the ability to effectively tailor communications to a specific audience or call to action.
Can quickly learn and gain an understanding of company products and their features, benefits, and application within OEM client locations.
Strong organizational skills with attention to accuracy, detail, and timely follow-up on action items.
Proficiency with PowerPoint and skilled at creating and delivering engaging presentations.
Flexible and adaptable approach to work and can easily adjust to shifts in priorities as the needs of the business change.

Responsibilities

Builds long-standing and successful relationships with OEM clients; strengthens industry partnerships and engages industry stakeholders. Builds trusted partner relationships among all levels within the OEM organization. Helps discover short-term and long-terms objectives along with overall strategy to help better align OEC products and services within the OEM.
Manages daily activities and staff of the OEM Customer Success team which includes setting objectives and goals, communicating priorities, providing performance feedback, offering professional development opportunities, and guiding the team in their day-to-day account management. Addresses and documents performance issues in a timely manner.
Coordinates travel to OEMs on a regular basis, and coordinates calls and virtual meetings with OEM brands at a regular cadence to build relationships and develop rapport in the spirit of maintaining a trusted partner relationship. Focuses on helping to understand and define OEM goals/desired outcomes with program implementation and creates solutions that meet both the organization and the client’s annual objectives.
Evaluates industry trends to create preemptive solutions.
Educates our internal teams on new OEM CRN objectives and projects, and 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.
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.
Oversees agreements and takes a proactive approach with renewals and Request for Proposals (RFPs).
Provides advice regarding strategic and operational partnership requirements, and analysis of program performance, Return on Investment (ROI), and ongoing opportunities for program improvement.
Supports new program rollouts/launches in conjunction with Product and other OEC cross-functional teams.
Creates engaging PowerPoint presentations for a variety of groups and needs, including quarterly business reviews and webinars for OEM partners.
Communicates with OEM dealers and field representatives regarding network updates and initiatives.
Assists department leadership with hiring and onboarding of new team members.