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Manager, Customer Success
2 weeks ago
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 Collision 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.
Experience within the automotive industry, especially within the collision space is required.
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.
- Strong problem-solving and can resolve complex client issues.
- Ability to manage significant OEM and MSO relationships to increase revenue and services provided.
- Ability to stay current on, and understand, competitive threats, industry trends and market forces that impact customers.
- Engaging presentation skills and ability to effectively conduct presentations in both a virtual and in-pers
