We are the movers of the world and the makers of the future. We get up every day, roll up our sleeves and build a better world together. At Ford, we’re all a part of something bigger than ourselves. Are you ready to change the way the world moves?Ford Pro Intelligence provides telematics and fleet management services to our commercial and fleet customers. Ford Pro products and services serve as a foundational building block to Ford’s continued leadership and innovation in fleet/commercial vehicle market segments. Fleets are our future, representing a significant portion of vehicle sales and continual expected growth.In this positionAs a Customer Success Manager, you will provide best-in-class experience while you work with a diverse set of companies across North American market to ensure they are offered the foundations needed to maximize the value of Ford Pro Solutions to optimize their fleet operation’s needs.An accomplished Customer Success Manager possesses unparalleled communication skills, a profound commitment to excellence, and an authentic enthusiasm for fostering client success. This pivotal position within our organization serves as the critical link between our valued clients and our company's key internal stakeholders. The role demands exceptional project management and leadership capabilities, as it involves orchestrating the strategic, technical, and operational facets of customer engagement and relationship management. As a Customer Success Manager, you will take on the role of the primary liaison for clients throughout their onboarding e and/or account management experience. In this capacity, you will act as both an advisor and a consultant, guiding clients through the seamless integration and adoption of Ford Pro Solutions, encompassing essentials, telematics, charging solutions, and fleet management. This role requires engaging with various client stakeholders, ensuring a smooth onboarding process, and fostering increased customer loyalty through diligent and effective partnership.What you'll do
Act as the key contact for the client post-sale to implement the solution(s) into their operational environment effectively. This may be done via emails, phone calls, video meetings, etc.
Manage the customer experience through onboarding and account management by interacting with the client and key internal resources to ensure all key milestones are met (includes assisting customer with initial product set-up and training on how to use)
Use analytics to proactively reach out to existing clients, aiming to boost product adoption rates and guarantee their sustained success with our application throughout customer life cycle.
Continuously improve the process by ensuring customer feedback is received and used to help the team generate and execute on ideas to enhance overall customer success
Cultivate strong relationships with customers to gain insight into their business objectives, thereby enhancing the return on investment (ROI) they achieve from our solutions.
Cross-functional internal collaboration to advocate for the voice of the customer to all relevant stakeholders internally and with our channel partners
Demonstrate an ability to create partnerships and manage relationships to investigate and resolve customer issues
Focus on increasing product adoption and revenue, as well as proactively managing churn results and customer satisfaction
Drive conversions from essentials (free) solution to paid telematics, parts and service by showcasing business value
Provide updates on new features or functionality for contracted services; identify opportunities to educate customers on existing and new Ford Pro Intelligence and Charging solutions
Demonstrate exceptional customer service by providing consistent, timely and accurate customer support
Reinforce the value and benefits of Ford Pro Solutions, up-sell/cross-sell services and products to increase customer satisfaction
Attain established objectives regarding quality targets, productivity & customer file maintenance within our CRM
Responsible to ensure customer health is maintained through product utilization, invoicing/payment, and overall satisfaction
Manage contract renewals and extensions
Partner with Sales, Product and Engineering a seamless transition and feedback loop to drive quality and product adoption
Contribute to Customer Success Assets (customer references, case studies, playbooks) and thought leadership
You'll have
Bachelor’s degree or equivalent relevant experience.
4+ years of work experience in a customer facing role, going above and beyond to ensure the customers’ needs are met in software, charging or fleet management.
4+ years of experience in software implementations.
2+ years of experience with SaaS products and charging hardware, electric vehicles, public/private fleet operations, charging infrastructure and/or mobility.
2+ years of project management experience in real world scenarios.
2+ years of experience utilizing a CRM tool (i.e., Salesforce).
Even better, you may have
Outstanding follow-up and follow through to ensure customers’ success and a positive outcome.
Experience in software implementations with a focus on fleet telematics, fleet management and / or charging software is strongly preferred.
Experience working with Dealers or Commercial Fleet customers in a sales or service capacity preferred but not required.
Analytical – ability to synthesize information to understand issues and solutions.
Critical Thinker – Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Highly Organized – Ability to multi-task and handle multiple ongoing projects at one time.
Detail Oriented – Understands that the details matter and that these details can build client trust, appreciation, and respect.
Flexible – Comfortable working in a fast-paced environment. A willingness to absorb team members’ input and change direction when needed.
Clear Communicator – ability to write and present effectively in a remote environment,
Adaptable – ability to respond to changing circumstances and to manage, solve problems, and provide solutions in a climate of ambiguity.
Ability to efficiently manage multiple projects of varying complexity.
Proven comprehension of technology and ability to speak and understand technical terms.
You may not check every box, or your experience may look a little different from what we've outlined, but if you think you can bring value to Ford Motor Company, we encourage you to apply!As an established global company, we offer the benefit of choice. You can choose what your Ford future will look like: will your story span the globe, or keep you close to home? Will your career be a deep dive into what you love, or a series of new teams and new skills? Will you be a leader, a changemaker, a technical expert, a culture builder…or all of the above? No matter what you choose, we offer a work life that works for you, including:
Immediate medical, dental, and prescription drug coverage
Flexible family care, parental leave, new parent ramp-up programs, subsidized back-up child care and more
Vehicle discount program for employees and family members, and management leases
Tuition assistance
Established and active employee resource groups
Paid time off for individual and team community service
A generous schedule of paid holidays, including the week between Christmas and New Year’s Day
Paid time off and the option to purchase additional vacation time.
For a detailed look at our benefits, click here: https://fordcareers.co/GSRnon-HTHDThis position is a salary grade 8.Visa sponsorship is not available for this position.Candidates for positions with Ford Motor Company must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire.We are an Equal Opportunity Employer committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status. In the United States, if you need a reasonable accommodation for the online application process due to a disability, please call 1-888-336-0660.#LI-RemoteRequisition ID : 28172