Customer Success Specialist - Repair Shop Products - Remote within U.S.

Position Summary

Builds and maintains customer relationships within a defined territory or group to educate and drive awareness of OEC solutions RepairLogic and estimateIQ. Provides onboarding support to new customers and introduces best practices in order to drive customer engagement and product utilization, thereby creating efficiencies in the repair planning and estimation processes. Responsible for achieving targeted levels of customer utilization of OEC solutions to ensure customer satisfaction and incremental sales. Supports key customers within territory to exceed customer expectations and drive high levels of engagement. 

Responsibilities

1. Consults across OEC platforms based on a solid knowledge of company applications RepairLogic and estimateIQ.

2. 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.

3. Completes initial implementation activities within established product timeframe, reaching body shops or repair facilities; educates parts, service, or repair manager(s) to enhance product usage at facility (includes review of product functionality and completion of key configuration steps).

4. Identifies at risk customers within territory to implement a targeted campaign for improvement.  Organizes, executes, measures, and reports results to team and/or Associate Manager.  Partners with teammates to discuss efficacy and areas of opportunity.

5. Achieves targeted levels of customer utilization of OEC solutions to ensure customer satisfaction.

6. Responds to incoming requests from customers for product information and support; resolves client issues via phone and e-mail.  Utilizes available opportunities to provide influential information that could result in additional product sales or upselling.

7. Utilizes business intelligence tools to track usage activities; recognizes trends and makes consultative recommendations to the customer.

8. Develops Shop specific plays in support of OEM or product-specific initiatives, such as program launches or shop certification programs, to drive market awareness and adoption.

9. Utilizes the CRM to capture all customer interactions and maintains valid customer account information to help drive performance; engages with KnowledgeBase, providing reliable information of the solution.

10. 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.

11. Works with Associate Manager to prioritize workload and leverage CRM to manage activities to ensure appropriate communication and engagement with customers.

12. Identifies opportunities for performance coaching, product upgrades or additional sales and communicates opportunities to Direct Sales team along with supporting information through CRM.

13. Proactively manages customer’s desired outcome in context of using OEC applications.

14. 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.

Education

Requires a General Education Degree. 

Experience

• At least two (2) years of prior experience in a customer success role or experience within a repair shop setting is required.  Candidates with a strong background in automotive repair, collision, and/or estimation HIGHLY preferred.
• Demonstrated organizational skills and ability to prioritize high-impact tasks and deliverables  
• Keen ability to develop and foster business relationships with customers 
• Prior experience using Microsoft Dynamics CRM or preferred. 
• Experience utilizing OEC software systems RepairLogic and/or estimateIQ would be helpful 
• SaaS/Software and/or product experience highly preferred