Acts as a consultative partner to Original Equipment Manufacturer (OEM) customers to ensure a positive experience by maximizing the value and benefit of service offerings. Maintains a deep knowledge of OEM, industry, service offerings, and role in the market. Manages the industry relations portfolio to assist 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.
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 quarterly 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 building and managing customer relationships in a Customer Success or Account Management capacity is required, along with a solid background working with large stakeholders and related company products, as well as the development/implementation of program and product strategies. Experience working in a professional capacity within the automotive industry is highly preferred.
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.
- Experience working with the Microsoft Office Suite of products (Outlook, Word, Excel, PowerPoint)
- Excellent written and verbal communication skills.
- Excellent presentation skills both virtually and in person.
- Strong problem-solver and can resolve basic client issues.
- Proactive approach to work and can effectively work autonomously under moderate supervision.
- Can operate in a calm and decisive manner.
- Good time management and prioritization skills to meet deadlines and deliverables.
- Domestic travel for this position is required and anticipated to be up to 25% of work time to attend customer locations as well as industry events.
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