OEM Customer Success Specialist - Onsite in Plano, TX

OEC • Plano, TX

21h • Hybrid

About The Position

Acts as a consultative partner to a large Original Equipment Manufacturer (OEM) customer and ensures a positive experience by maximizing the value and benefit of OEC product or service offerings. Maintains a deep knowledge of OEM, industry, product, and role in the market. Manages the industry relations portfolio to assists in OEM onboarding, and creates new OEM implementations and training, and program performance reviews to ensure the client experience is seamless and consistent. Stays proactively engaged with assigned OEM to ensure product or service is functioning as intended and adding expected value. Tracks success through metrics to help manage program performance to objectives. Works cross-functionally with internal teams to ensure key tasks are being managed successfully.
This role will be working onsite at the customer's location in Plano, TX up to 4 days per month. Therefore, qualified candidates must live in the Plano, TX market and be willing to work onsite on occasion.

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 3 years of experience is required implementing and improving enterprise level account relationships in a customer success or account management capacity, along with a solid background working with various clients and related company products, as well as prior exposure to the development/implementation of program and product strategies.
• Strong interpersonal and relationship building skills, with the ability to work collaboratively across teams and form trusting relationships with clients.
• Can quickly learn and gain a thorough understanding of OEC applications, programs, and systems.
• Excellent written and verbal communication skills.
• Strong problem-solver and can resolve basic client issues.
• Can effectively organize and manage day-to-day work and priorities, and use time, energy and resources to meet goals, deadlines, and deliverables.
• Able to communicate in a respectful, positive and constructive manner, even during times of challenge and frustration.
• Flexible and adaptable approach to work and can easily adjust to shifts in priorities as the needs of the business change.

Responsibilities

• Serves as the designated OEM point of contact upon post-sales completion. Assumes responsibility for day-to-day account management and builds successful relationships with clients via onsite visits, calls, and virtual meetings.
• Identifies 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, roadmaps, and pricing sheets.
• Educates our internal teams on new OEM CRN objectives and projects.
• 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 upcoming renewals and Request for Proposals (RFPs).
• Provides advice regarding strategic and operational partnership requirements.
• Provides 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 presentations and slide decks for a variety of groups and needs, including webinars for OEM partners.
• Educates industry leaders, OEMs, Dealers, and outside groups on the importance of OEM Certification, and shares feedback from shops, account managers, and Regional Directors with OEM clients.
• Oversees marketing efforts, email campaigns, and newsletters.
• Supports “Tier 1” questions regarding product support and collaborates with product Subject Matter Experts (SMEs) on “Tier 2” requests that require specialized knowledge.
• Collaborates with sales, marketing, customer support and product teams to understand areas of customer dissatisfaction and recommends solutions.
• Communicates with OEM dealers and field representatives regarding network updates and initiatives.

Benefits

• flexibility
• remote work
• hybrid
• in-person role
• strong sense of camaraderie and community
• empowerment
• encouraged to take risks, learn, and grow within a dynamic and supportive environment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level