Job Description
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 position
As 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.
Responsibilities
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
Qualifications
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 builderor 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-HTHD
This 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-Remote
More Information on Ford Motor Company
Ford Motor Company operates in the Automotive industry. The company is located
in Dearborn, MI and Palo Alto, CA. Ford Motor Company was founded in 1903. It
has 175633 total employees. It offers perks and benefits such as Flexible
Spending Account (FSA), Disability insurance, Dental insurance, Vision
insurance, Health insurance and Life insurance. To see all 169 open jobs at
Ford Motor Company, click here.
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