Director, Customer Success - Remote within U.S.

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.

Job Summary

Drives results through Managers/Associate Managers to develop a highly engaged team focused on creating value for our customers through OEC's Collision-focused solutions. Maximizes the use of technology to support customer engagement at scale while strategically leveraging the team members on focused activities in support of collision shop success. Evaluates the appropriate KPIs to manage performance and instill a desired outcome-focused approach to customer engagement. Engages with industry partners in support of strategic Collision customer initiatives.

Key Responsibilities

• Owns the design and definition of OEC’s Collision-focused Customer Success team including all related processes, strategies and procedures. Drives product usage, adoption and retention across core OEC products. Collaborates with VP, Customer Success on development of strategy.
• Helps ensure OEC meets or exceeds revenue objectives by managing annual cancellation targets as well as expansion revenue streams from within Customer Success.
• Empowers Manager/Associate Managers to lead and manage day-to-day execution of team. Leads, motivates, and manages Customer Success team through Manager/AMs which includes developing high performing team, setting objectives and priorities, and assisting team members in a consultative approach to drive and increase usage.
• Collaborates closely with Product Directors to track and report up KPIs related to Shop customer performance as well as cancellation activity. Ensures alignment with Product priorities and partners on strategies to help drive usage and adoption of technology solutions.
• Directs efforts on developing tech touch (automated) strategies that allow for scaling of customer engagements with particular focus on order management business, retail and supply business units. Partners with eLearning to incorporate technology to provide a self-service environment for product education.
• Leads cross functionally to develop and execute initiatives focused on fulfilling the Customer Success mission. Provides specific focus on sales, marketing, customer care and product to understand areas of customer dissatisfaction and collaborates on solutions. Helps create a company-wide customer feedback loop and culture of Customer Success.
• Develops appropriate KPIs for measurement of team performance. Works closely with Business Analyst to ensure timely and accurate reporting of KPIs. Leverages Power BI to deliver consistent and updated data across the business. Works to assess trends to identify areas of opportunity/risk on a proactive basis.
• Responsible for Collision Customer Success. Ensures our Collision and Shop partners are provided the optimal level of engagement to support program launch and sustainment to achieve their objectives. Engages with National Accounts to understand areas of opportunity for increased value creation.
• Builds department culture and environment focusing on quality and continuous improvement as it relates to account services and developing/cultivating key relationships to increase product usage.
• Continually focused on understanding business conditions that impact customer experience. Knowledge of competitive threats, industry trends and market forces that impact customers. Works to increase working knowledge of products and data.
• Receives complex and/or escalated client issues and performs in-depth research to clarify details. Resolves issues via phone, email, or if necessary, field visits. Communicates resolution to the team for ongoing educational purposes and improved customer support and services.
  
  

Education

An undergraduate degree from an accredited college or university with a focus in Business or related discipline. In the absence of a degree, directly related job experience in leading a team with similar product usage responsibility, where a number of years and proven knowledge may offset the degree requirement.

Experience

A minimum of 10 years proven experience implementing and improving account relationships in a Software as a Service (SaaS) Customer Success capacity, with at least three of those years working in a role leading and motivating a team.

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

• Demonstrated propensity to act in a strategic management position requiring coordination of a wide-reaching department section, and working with senior management on strategic, long-term growth and company initiatives.
• Requires a solid background working with various clients and related company products, as well as the development/implementation of program and product strategies and managing the customer journey.
• Requires excellent written and verbal communication skills along with the ability to coach, manage, and motivate staff and resolve complex client issues.
• Ability to meet and consult with individual client locations and form significant Collision and Shop relationships to increase customer retention, usage, and number of clients.
  
  

Travel

• Travel for this position is occasional, up to 15%.
  
  

What makes working at OEC awesome? It varies from employee to employee. For some, it's the flexibility - whether it's remote work or a hybrid or in-person role, OEC takes our teams across multiple time zones and international communities. For others, it's the strong sense of camaraderie and community that celebrates both individuals and team-driven contributions. Or it could be the empowerment and how the team is encouraged to take risks, learn, and grow within a dynamic and supportive environment. But no matter what gets us out of bed in the morning, our whole global community is inspired to be forward thinking and drive innovative solutions for the automotive parts and repair industry.

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.

Apply Now