Job Description
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.This is a Hybrid role working 2 days remote and 3 days onsite. Candidates must live within commuting distance to our office in Bee Cave, TX to be considered for this role.
Job Summary/Objective
Provides onboarding support to new clients, provides account management support to existing clients, and supports the business with ensuring overall customer engagement and retention. Maintains a customer-focused playbook to enhance customer adoption and speed to success within the platform, while also targeting customers for upsell opportunities.
Key Responsibilities & Duties (essential to the job)
1. Establishes and develops customer relationships that promote retention and loyalty, providing technical and product support, while improving upon areas of dissatisfaction.
2. Delivers insights and solutions, showing clients the value of products.
3. Engages in product demonstrations and upsells opportunities with existing customers.
4. Establishes and maintains relationships with individuals in partner organizations to onboard mutual customers.
5. Respond to client requests and advises on optimal solutions.
6. Analyzes customer data to improve the overall customer experience.
7. Schedules and conducts product demonstrations for new customers.
8. Makes recommendations to improve the new customer onboarding processes.
9. Serves as the primary point of contact between clients and the organization.
10. Handles and resolves customer requests and concerns.
11. Maximizes customer adoption.
12. Collaborates with product design and product development to drive customer engagement, adoption, and retention.
Education
A bachelor’s degree from an accredited college or university is required, with a focus in Sales, Business Administration, 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.
Experience, Skills and Key Competencies
At least 3 years of experience in a client relationship role such as account management, customer success, or sales, with prior success acting as a trusted business advisor, experience using a variety of business intelligence tools to understand and analyze data, and proven ability to process vast amounts of data into meaningful information.
Must also be able to demonstrate the following skills and abilities:
- Strong collaboration and partnering skills.
- Can effectively organize and manage day-to-day work and priorities, and use time, energy and resources to meet goals, deadlines, and deliverables.
- Detail oriented.
- Able to rapidly learn and incorporate new concepts, business models and technologies in day-to-day work.
- Impeccable customer service skills, and able to communicate in a respectful, positive and constructive manner, even during times of challenge and frustration.
- Knowledge of best practices in customer service and retention.
- Passion for supporting customers to get the most out of their experience.
- Able to perform job duties in a self-directed manner and proactively move work and decisions forward.
- Flexible and adaptable approach to work, and can easily adjust to shifts in priorities as the needs of the business change.
OEConnection is subject to certain governmental recordkeeping and reporting requirements for the administration of civil rights laws and regulations. In order to comply with these laws, we invite applicants and employees to voluntarily self-identify their gender, race and ethnicity. Submission of this information is strictly voluntary and refusal to provide it will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provision of applicable laws, executive orders, and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement. When reported, data will not identify any specific individual. This information will be maintained separately from your application for employment. If you do not wish to self-identify at this time, you may do so in the future by submitting this form. Failure to provide the following information will not subject you to any adverse action or treatment. OEConnection is an Equal Opportunity/ Affirmative Action employer. We provide equal employment opportunities to all qualified employees and applicants for employment without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability or any other legally protected status. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment or career development.
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