VP, Enterprise Customer Success - Remote within the United States

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 Success Enterprise teams by providing strategic vision, having a deep understanding of corporate goals and defining objectives, staying current on market trends in the field, and identifying opportunities for the business. Establishes, directs and maintains department policies and operational procedures for areas of oversight. Drives results through the Enterprise Customer Success team members to develop and track program performance objectives. Works cross functionally to ensure key tasks are being managed successfully. Key Responsibilities 1. Leads and provides strategic guidance to the Customer Success leaders and staff, including identifying goals and objectives, establishing individual and team priorities, monitoring and evaluating performance, and ensuring timely completion of deliverables. Motivates and empowers department leaders to manage staff performance and the execution of team operations. Provide ad-hoc coaching and formal performance assessments. 2. Identifies gaps in team skills and knowledge and provides the resources and tools to allow staff to be effective in their roles. Encourages leadership development and growth and ensures professional development plans are in place for high-potential employees. 3. Oversees employee engagement, recognition, promotion and retention strategies, focused on making sure the organization has the right talent to drive customer success strategy and initiatives forward. 4. Ensures Quarterly Business Reviews with customers deliver meaningful information on how customers are performing relative to initial investment criteria, while discussing strategic initiatives which can accelerate value for customers. 5. Defines and monitors key performance metrics for Enterprise Customer Success, including customer satisfaction, net promoter score, retention rates, and expansion revenue. 6. Maintains detailed knowledge of the business segment’s market conditions, competitive landscape, and OEC’s rally cry and defining objectives; proactively strategizes and plans, rather than reacting to changed conditions. 7. Leads the development of strategies to identify and address churn risks, ensuring high customer retention and expansion rates. 8. Provides regular communications with Product leaders on key action items, team updates, and issues that arise. Identifies and shares opportunities for improvement, and customer risks during conversations. 9. Forms strong business alliances through networking and collaborating internally and externally across stakeholders; utilizes professional relationships and influence to drive continuous improvements and ensure cross functional teams are aligned on priorities, timelines, and expectations. 10. Recruits, hires and onboards new department leaders and staff. Ensures newly hired employees are positioned for success. 11. Leads development of the department budget(s). Identifies, manages, and allocates company resources (budget and staffing) to ensure business goals can be accomplished, while ensuring fiscal responsibility. 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 15 years of experience in customer success or account management, with a proven track record of developing and executing strategies that drive customer satisfaction, retention and expansion, plus at least 7 years of management experience leading a team of direct reports. Must also be able to demonstrate the following skills and abilities:

• Approachable leadership style, with the ability to lead diverse teams and create an engaging and positive culture that motivates and empowers others to do great work.
• Executive presence can develop and foster strategic alliances and collaborative working relationships across all levels of internal and external stakeholders.
• Exceptional communication skills and can tailor messaging to a specific audience or call to action.
• Engaging presentation skills and can speak to and interact with various audiences in an easy-to-understand and professional manner.
• Strong business acumen to proactively strategize and plan, with the ability to envision and communicate a big-picture view in a way that resonates with others.
• Excellent judgement and problem-solving skills including negotiation and conflict resolution.
• Ability to effectively manage and allocate resources in alignment with overall budget and business goals.

Travel

• Occasional travel for this position is expected and anticipated to be up to 25% of work time.

What makes working at OEC awesome? It varies from employee to employee. For some, it's the flexibility - whether it's remote work or a hybrid or in-person role, OEC takes our teams across multiple time zones and international communities. For others, it's the strong sense of camaraderie and community that celebrates both individuals and team-driven contributions. Or it could be the empowerment and how the team is encouraged to take risks, learn, and grow within a dynamic and supportive environment. But no matter what gets us out of bed in the morning, our whole global community is inspired to be forward thinking and drive innovative solutions for the automotive parts and repair industry. OEConnection is subject to certain governmental recordkeeping and reporting requirements for the administration of civil rights laws and regulations. In order to comply with these laws, we invite applicants and employees to voluntarily self-identify their gender, race and ethnicity. Submission of this information is strictly voluntary and refusal to provide it will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provision of applicable laws, executive orders, and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement. When reported, data will not identify any specific individual. This information will be maintained separately from your application for employment. If you do not wish to self-identify at this time, you may do so in the future by submitting this form. Failure to provide the following information will not subject you to any adverse action or treatment. OEConnection is an Equal Opportunity/ Affirmative Action employer. We provide equal employment opportunities to all qualified employees and applicants for employment without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability or any other legally protected status. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment or career development. Apply tot his job Apply To this Job