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Role Description

Develops and maintains strong customer relationships within assigned territory of Quebec, Canada to drive awareness, adoption, and retention of OEC solutions using dual languages: English and Canadian French.

• Provides strategic support to newly enrolled and onboarded customers by sharing best practices that enhance product engagement and maximize utilization.
• Collaborates with internal teams to identify opportunities for customer engagement and product adoption.
• Serves as a key company resource for Canadian French to English translation needs.

Key Responsibilities

• Consults across OEC platforms regarding part solutions based on a solid knowledge of company applications which may include Collision, Mechanical, Retail, and Delivery/Logistics.
• Maintains fluency in existing product lines and acquires knowledge of new product offerings or features.
• Supports and educates clients in their preferred language to enhance product usage post onboarding.
• Establishes desired outcomes, creating short-term and long-term goals to drive product adoption.
• Achieves targeted levels of customer utilization to ensure customer satisfaction by tracking identified metrics.
• Responds to incoming requests from customers or OEC teams for product information and support.
• Provides basic troubleshooting guidance for technical questions and escalates as needed for additional support.
• Utilizes business intelligence tools to track usage activities and makes consultative recommendations to the customer.
• Utilizes the CRM to capture all customer interactions and maintains valid customer account information.
• Identifies upsell opportunities for performance coaching, product upgrades or additional sales.
• Contacts assigned accounts with a pending cancellation to obtain reason and identify opportunities to improve performance.
• Identifies at-risk customers within territory to implement a targeted campaign for improvement.
• Assists in OEM and Product specific new program launches, feature upgrades, pilots, and special promotions.
• Partners with cross-functional teams to support product rollouts, webinars, or customer outreach as needed.

Qualifications

• An associate degree from an accredited college or university is required.
• 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 2 years of experience in a customer success, customer onboarding and/or sales role.
• Proven background producing quantifiable results through outbound phone contact on a regular basis.
• Able to read, write, understand, and speak English and Canadian French fluently or proficiently.
• Strong organizational skills with the ability to prioritize and manage day-to-day responsibilities.
• Strong communication skills and can easily shift between communicating in different languages.
• Able to communicate in a respectful and constructive manner, even during challenging situations.
• Flexible and adaptable approach to work and can easily pivot to shifting priorities.
• Able to effectively work and thrive in a remote environment.

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.