OEC · 18 hours ago

Enterprise Customer Success Specialist- Remote within the U.S.

United States

Full-time

Remote

Mid Level

3+ years exp

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Responsibilities

Serves as the designated customer point of contact upon post sales completion, and assumes day-to-day account management. Travels to client sites on a recurring basis to build relationships and develop rapport in the spirit of maintaining a trusted partner relationship.

Understands and defines customer goals with new services or program implementations. Drives launch in conjunction with cross-functional teams.

Builds trusted partner relationships within appropriate levels of the customer organization. Helps discover short and long-term objectives along with overall strategy in order to align OEC products and services with customer expectations and desired outcomes.

Receives customer issues and performs 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.

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.

Executes periodic business reviews with customers to provide analysis of program performance, return on investment, and ongoing opportunities for improvement.

Creates and analyzes ad-hoc and routine reports, and communicates with customers on a monthly basis to review key performance indicators, as well as recommendations for increasing program/product usage and strategies for strategic growth and continued improvement.

Supports customer reporting needs and partners with Product and Business Intelligence to define expectations of what data is provided at no charge versus areas that are for fee.

Provides regular communications with Product on key action items, requests or issues that arise. Identifies and shares new business opportunities or competitive threats during the course of conversations. Tracks interactions in the Customer Relationship Management system (CRM).

Qualification

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Account managementCustomer successBusiness degreeProduct knowledgeFlexible approach

Required

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.

At least 3 years of experience is required in an account manager or customer success role, with a solid background working with various clients and company products.

Strong interpersonal and relationship-building skills, with the ability to work collaboratively across teams, and form trusting relationships with clients.

Can quickly learn and gain a thorough understanding of OEC products.

Excellent written and verbal communication skills.

Strong problem-solver and can resolve basic client issues.

Can effectively organize and manage day-to-day work and priorities, and use time, energy and resources to meet goals, deadlines, and deliverables.

Able to communicate in a respectful, positive and constructive manner, even during times of challenge and frustration.

Flexible and adaptable approach to work, and can easily adjust to shifts in priorities as the needs of the business change.

Domestic travel for this position may be required and anticipated to be up to 25% of work time.