Manager, Customer Success

5 months ago

London, Canada OEConnection Full time

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
Leads the Customer Support, Business Support and OEM Customer Support teams for Canada’s Certified Repair Network (CRN) business. Drives business growth and service excellence through developing a highly engaged and empowered team focused on creating value for OEC customers. Engages with the collision industry at large, including insurers, Multi-store Operators (MSO’s), OEMs, and industry stakeholders in support of strategic CRN initiatives. Responsible for all renewal business within Canada.

Key Responsibilities
1. Leads, guides, develops, evaluates, and monitors performance and deliverables of the Canadian CRN team (Customer Support, Business Support and OEM Customer Support), to drive high levels of customer satisfaction, industry adoption, and customer retention. Assigns goals and priorities, provides performance feedback and coaching, and supports the professional development of team members.
2. Hires and onboards new team members, ensuring newly hired employees have the tools, resources, and connections needed to be successful at OEC.
3. Grows the Canadian CRN business by delivering on current agreements and actively identifying and executing on new opportunities in OEM certification, shop coaching, and consulting.
4. Understands and stays informed of market trends and ensures OEC meets Canadian market requirements for French-language service and sales in Quebec.
5. Develops collaborative relationships across internal teams to execute initiatives focused on growth and quality.
6. Ensures standard operating procedures are continuously improved to meet the needs of all internal stakeholders.
7. Develops strong relationships with external stakeholders, with the goal of influencing business practices to support industry improvement and benefit OEM Certified shops and consumers.
8. Receives complex and/or escalated client issues and performs in-depth research to clarify details. Empowers and provides team with strategies to resolve issues. Communicates resolutions to the team for ongoing educational purposes and improved customer support and services.
9. Influences OEM Customer decisions regarding OEM Certification programs to maximize network success, shop benefits, ease of management by CSS teams, and overall revenue.
10. Assumes responsibility for development and maintenance of Multi-store Operations (MSO) relationships and sales initiatives for CRN products, working with National Account Manager of MSO to ensure OEC acts and appears as one company to customers and offers complete solutions to meet their business needs.
11. Helps ensure OEC meets or exceeds revenue objectives by managing OEM Contract renewals with incremental revenue increases. Leads team to identify, strategize and complete contracts for new OEM revenues.
12. Coordinates and collaborates with National Account Managers (NAM’s) to maximize revenue opportunities.
13. Develops a strong knowledge of OEM Certification to become a trusted expert for facilities pursuing certifications.
14. Travels to industry events and is comfortable formally presenting OEM Certification programs to a live audience.

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 10 years of progressively responsible experience in customer support, customer success, account management or related area, to include a proven track record of developing new business and successfully managing key customer relationships, plus at least 8 years of people management experience with responsibility for developing, managing and mentoring direct reports with a focus on creating a culture of excellence with teams. Experience within the automotive industry, especially within the collision space is required.

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

- Approachable leadership style, with the ability to lead diverse teams, and create a positive and engaging culture that motivates and empowers others to do great work.
- Strong interpersonal and relationship management skills with the ability to persuade and influence others.
- Excellent written and verbal communication skills.
- Experience with P&L management and budget oversight.
- Proficient with Microsoft Office Suite, especially Excel.
- Stro

  • Customer Success Manager

    5 months ago

    London, Canada ZTR Full time

    **Join us in Advancing the Environmental Global Impact within the Rail Industry** For the past 30 years, ZTR has designed, developed and released products that have a positive environmental impact within the Rail Industry. Planning for an environmentally sustainable future means taking action today in preparation for tomorrow. Everyone has a role to play...

  • Customer Success Manager

    5 months ago

    London, Canada ZTR Full time

    **Join us in Advancing the Environmental Global Impact within the Rail Industry** For the past 30 years, ZTR has designed, developed and released products that have a positive environmental impact within the Rail Industry. Planning for an environmentally sustainable future means taking action today in preparation for tomorrow. Everyone has a role to play...

  • Customer Success Manager

    5 months ago

    London, Canada ZTR Full time

    Salary: **Join us in Advancing the Environmental Global Impact within the Rail Industry** For the past 30 years, ZTR has designed, developed and released products that have a positive environmental impact within the Rail Industry. Planning for an environmentally sustainable future means taking action today in preparation for tomorrow. Everyone has a role to...

  • Customer Success Manager

    5 months ago

    London, Canada ZTR Full time

    **Join us in Advancing the Environmental Global Impact within the Rail Industry** For the past 30 years, ZTR has designed, developed and released products that have a positive environmental impact within the Rail Industry. Planning for an environmentally sustainable future means taking action today in preparation for tomorrow. Everyone has a role to play...

  • Customer Success Manager

    5 months ago

    London, Canada ZTR Control Systems Full time

    **Join us in Advancing the Environmental Global Impact within the Rail Industry** For the past 30 years, ZTR has designed, developed and released products that have a positive environmental impact within the Rail Industry. Planning for an environmentally sustainable future means taking action today in preparation for tomorrow. Everyone has a role to play...

  • Customer Success Manager

    5 months ago

    London, Canada ZTR Control Systems Full time

    **Join us in Advancing the Environmental Global Impact within the Rail Industry** For the past 30 years, ZTR has designed, developed and released products that have a positive environmental impact within the Rail Industry. Planning for an environmentally sustainable future means taking action today in preparation for tomorrow. Everyone has a role to play...

  • Customer Success Manager

    5 months ago

    London, Canada ZTR Control Systems Full time

    **Join us in Advancing the Environmental Global Impact within the Rail Industry** For the past 30 years, ZTR has designed, developed and released products that have a positive environmental impact within the Rail Industry. Planning for an environmentally sustainable future means taking action today in preparation for tomorrow. Everyone has a role to play...

  • Customer Success Associate

    5 months ago

    London, Canada Trudell Medical International Full time

    As a member of the Customer Success Team, you are genuinely interested in learning about the customers we serve, help in resolving their issues with a positive approach. Provide excellent service to customers by addressing inquiries and accurately processing orders. **Responsibilities Include**: **Creating Customer Success** - Manage customer sales trends...

  • Customer Success Associate

    5 months ago

    London, Canada Trudell Medical International Full time

    **Job Description**: As a member of the Customer Success Team, you are genuinely interested in learning about the customers we serve, help in resolving their issues with a positive approach. Provide excellent service to customers by addressing inquiries and accurately processing orders. **RESPONSIBILITIES INCLUDE**: **CREATING CUSTOMER SUCCESS** - Manage...

  • Customer Success Agent

    5 months ago

    London, Canada J.D. Power Full time

    **Title**:Customer Success Agent - P1 **Location**:Remote Canada **Reports To**:Customer Success Supervisor **J.D. Power** is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been...

  • Customer Success Manager

    5 months ago

    London, Canada ZTR Control Systems Full time

    **Join us in Advancing the Environmental Global Impact within the Rail Industry** For the past 30 years, ZTR has designed, developed and released products that have a positive environmental impact within the Rail Industry. Planning for an environmentally sustainable future means taking action today in preparation for tomorrow. Everyone has a role to play...

  • Scaled Customer Success Manager, North America

    5 months ago

    London, Canada Trackunit Full time

    Before you start reading the details, here are some highlights that we hope will spark your curiosity: - Join a truly purpose-focused tech company in the business of driving digital business transformation in the construction industry - one of the biggest (and second least digital) industries in the world. - Build and expand customer partnerships is at the...

  • Customer Success Team Member

    2 months ago

    London, Canada Security ONE Alarm Systems Full time

    **Join Security ONE: Where Innovation Meets Protection** At Security ONE, we're not just another security company - we're pioneers of peace of mind. For almost half a century, we've been committed to safeguarding homes and businesses across Ontario, providing cutting-edge security solutions backed by unwavering reliability and exceptional service. **Our...

  • Customer Success Associate, North America

    5 months ago

    London, Canada Trackunit Full time

    Before you start reading the details, here are some highlights that we hope will spark your curiosity: - Join a truly purpose-focused tech company in the business of driving digital business transformation in the construction industry - one of the biggest (and second least digital) industries in the world. - Build and expand customer partnerships is at the...

  • Asics Apps

    5 months ago

    London, Canada ASICS Apps Full time

    ASICS Apps lives by ASICS’ founding philosophy, "Anima Sana In Corpore Sano” or “A Sound Mind in a Sound Body.” We believe in the positive benefits of movement and aspire for people all over the world to live healthful and happy lives in both body and mind. The ASICS Apps provide digital services and goods focused on helping runners and running...

  • Asics Apps

    5 months ago

    London, Canada ASICS Apps Full time

    ASICS Apps lives by ASICS’ founding philosophy, "Anima Sana In Corpore Sano” or “A Sound Mind in a Sound Body.” We believe in the positive benefits of movement and aspire for people all over the world to live healthful and happy lives in both body and mind. The ASICS Apps provide digital services and goods focused on helping runners and running...

  • Asics Apps

    5 months ago

    London, Canada ASICS Apps Full time

    ASICS Apps lives by ASICS’ founding philosophy, "Anima Sana In Corpore Sano” or “A Sound Mind in a Sound Body.” We believe in the positive benefits of movement and aspire for people all over the world to live healthful and happy lives in both body and mind. The ASICS Apps provide digital services and goods focused on helping runners and running...

  • Inbound Sales and Customer Success Representative

    5 months ago

    London, Canada Carmina Design Co Full time

    We are seeking a passionate, driven person to take the role of inbound sales and customer success representative. Working under our Head of Sales, you’ll join our team selling our clothing design and manufacturing services, guiding our clients from first contact through to successful shipment of their garment. In this role, you will be responsible for...

  • Client Success Manager

    5 months ago

    London, Canada The Strategy Inn Full time

    **Company Description** Strategy Inn is an end-to-end brand marketing agency and branding company in Canada with a multidisciplinary team. Our services include market research, corporate design, logo design, brand activation, media planning, digital advertising and strategy, content creation, and web design. **Role Description** This is a Part-time,...

  • Manager, Learning Development

    7 days ago

    London, Canada Western University Full time

    **Classification & Regular Hours**: Hours per Week: 35 Salary Grade: 15 **About Western**: **About Us**: As part of the Student Experience portfolio, the Learning Development & Success (LDS) team offers resources and supports to all undergraduate and graduate students at Western. Learning Specialists help students cope with the demands of post-secondary...