OEC logo
OEC

QSP Geographics Inc. (QSP) is a fast-growing geospatial technology company that provides a range of industry-leading solutions in disciplines that include GIS services, CAD drafting, survey, engineering, and asset management services. We presently have over 125 employees with offices in Toronto and Ottawa.

Customer Success Specialist

Location

United States

Posted

4 days ago

Salary

0

Seniority

Mid Level

No structured requirement data.

Job Description

Customer Success Specialist

OEC

Role Description Builds and maintains customer relationships within a defined territory to educate and drive awareness of OEC's solutions RepairLink, CollisionLink, TraxCollision, DMS Connect, and PSX Link. Provides post onboarding support to customers for the life of their contracts through renewal. Main responsibilities in this role will encompass: - Product Adoption - Optimization - Customer Engagement - Cancellation Mitigation Responsible for achieving targeted levels of customer utilization of OEC solutions to ensure customer satisfaction and incremental parts sales. Qualifications - Requires an associate degree from an accredited college or, in the absence of a degree, directly related job experience building business relationships and facilitating product usage. - At least one (1) year of prior experience in a Customer Success or Account Manager role. - Candidates with automotive industry and SaaS customer success experience highly preferred. - Organizational skills and ability to prioritize high-impact tasks and deliverables. - Keen ability to develop and foster business relationships with customers. - Proven success working in customer facing roles. - Motivated critical thinkers who can work independently with little guidance. - Prior experience using Microsoft Dynamics CRM or preferred. - Prior or current experience utilizing OEC's parts ordering systems would be extremely helpful. - SaaS/Software and/or product experience highly preferred. - Ability to multi-task and pivot attention/resources as needed. Requirements - Provides post onboarding support to repair shop customers on our platforms throughout the life of their contracts. - Continues fluency in known product lines and focuses on a specific product when requested by Associate Manager or Manager. - Supports body shops and repair facilities and educates service or repair manager(s) to enhance product usage at facility. - Establishes desired outcomes, creating short term and long-term goals to drive product adoption. - Provides meaningful data to coach on marketing strategies, and performance feedback to achieve goals and improve time to value. - Achieves targeted levels of customer utilization of OEC solutions to ensure customer satisfaction. - Responds to incoming requests from customers for product information and support; resolves client issues via phone and e-mail. - Utilizes business intelligence tools to track usage activities; recognizes trends and makes consultative recommendations to the customer. - Utilizes the CRM to capture all customer interactions and maintains valid customer account information. - Works with Associate Manager to prioritize workload and leverage CRM to manage activities. - Identifies upsell opportunities for performance coaching, product upgrades or additional sales. - Proactively manages customer’s desired outcome in context of using OEC applications. - Contacts assigned accounts with a pending cancellation to obtain reason and re-establish desired outcomes. Benefits - Flexibility in work arrangements (remote, hybrid, or in-person). - Strong sense of camaraderie and community. - Empowerment to take risks, learn, and grow within a dynamic and supportive environment.

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