OEM Customer Success Specialist - Hybrid in Franklin, TN

Oeconnection (Oec) - Franklin, TN

Full-time - Mid Level

Remote - Franklin, TN

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The OEM Customer Success Specialist acts as a consultative partner to Original Equipment Manufacturer (OEM) customers, ensuring a positive experience by maximizing the value of product or service offerings. This role involves managing industry relations, onboarding OEMs, implementing new programs, and conducting performance reviews to enhance client satisfaction. The specialist will track success metrics, work cross-functionally with internal teams, and maintain a deep knowledge of the OEM market and OEC's offerings.

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 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.
• 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 for a variety of groups and needs, including webinars for OEM partners.
• Educates industry leaders, OEMs, Dealers, and outside groups on the importance of Certification.
• 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.
• Communicates with OEM dealers and field representatives regarding network updates and initiatives.

Requirements

• A bachelor's degree from an accredited college or university, preferably in Business or a related discipline.
• At least 3 years of experience in customer success or account management, with a solid background in client relations and product strategies.
• Collision industry experience, especially in managing a repair or body shop, is highly preferred.
• Strong interpersonal and relationship-building skills.
• Ability to work collaboratively across teams and form trusting relationships with clients.
• Excellent written, verbal, and presentation skills.
• Strong problem-solving skills and a team player mentality.
• Ability to effectively organize and manage day-to-day work and priorities.

Nice-to-haves

• Experience with OEC applications, programs, and systems.
• Familiarity with automotive parts and repair industry trends.

Benefits

• Flexible work arrangements including hybrid work options.
• Strong sense of camaraderie and community within the team.
• Opportunities for personal and professional growth.