OEM Customer Success Specialist - Remote within Canada

Job Summary

Acts as a consultative partner to OEM customers to ensure a positive experience by maximizing the value and benefit of 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 OEMs 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 National Accounts, Product, Direct Sales, Marketing, and Account Support teams to ensure key tasks are being managed successfully.

Candidates must reside in one of the following provinces to be considered for this opportunity : Alberta, British Columbia, New Brunswick, Ontario, or Quebec.

Key Responsibilities

1. Serves as the designated OEM point of contact upon post-sales completion. Assumes responsibility for day-to-day account management.

2. Builds long-standing and successful relationships with clients; strengthens industry partnerships and engages industry stakeholders.

3. Coordinates travel to OEMs on a semi-annual 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.

4. Evaluates industry trends to create preemptive solutions, roadmaps, and pricing sheets.

5. 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.

6. Educates our internal teams on new OEM CRN objectives and projects.

7. 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.

8. Oversees agreements and takes a proactive approach with upcoming renewals and Request for Proposals (RFPs).

9. Provides advice regarding strategic and operational partnership requirements.

10. Provides analysis of program performance, Return on Investment (ROI), and ongoing opportunities for program improvement.

11. Supports new program rollouts / launches in conjunction with Product and other OEC cross-functional teams.

12. Creates presentations for a variety of groups and needs, including webinars for OEM partners.

13. 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.

14. Oversees marketing efforts, email campaigns, and newsletters.

15. 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.

16. Communicates with OEM dealers and field representatives regarding network updates and initiatives.

Education

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.

Experience

At least 3 years of experience implementing and improving account relationships in the automotive industry is required, along with a solid background managing various clients and company products, as well as the development / implementation of program and product strategies.

Must also be able to demonstrate the following skills and abilities :

• Strong interpersonal and relationship building skills, with the ability to work collaboratively within and across teams.
• Can quickly learn and gain a thorough understanding of OEC applications, programs, and systems (internal or related), as well as departmental guidelines and policies.
• Excellent written, verbal, and presentation skills.
• Strong problem-solver and team player
• Proficiency with Microsoft Office Suite of products, including Word, Outlook, Excel and PowerPoint
• Can operate in a calm and decisive manner.
• Good time management, organization, and prioritization skills to meet deadlines and deliverables.

Travel

Domestic travel for this position is required and anticipated to be up to 25% of work time to visit clients and attend industry related events.

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