Customer Success Manager

A successful Customer Success Manager has exceptional communications skills, a fierce drive to succeed, and a genuine passion for helping people. This is an integral role within the company where you act as a conduit between customers and key decision makers internally. This requires strong project management and strong leadership skills, as you will coordinate the strategic and technical-operational aspects simultaneously. You’ll serve as the customer’s primary point of contact during their onboarding journey. You will partner with the customer to advise and guide them in the set-up and adoption of Ford Pro Solutions which will include essentials, telematics, charging and fleet management. You'll interface with various customer stakeholders and be accountable to securing a successful onboarding journey and to increase customer loyalty.

QUALIFICATIONS:

All applicants must possess the following:

• A minimum of 4 years of work experience in a customer-facing role, going above and beyond to ensure the customers’ needs are met
• Outstanding follow-up and follow-through to ensure customers’ success and a positive outcome
• Experience in software implementations with a focus on fleet telematics or fleet management software is preferred
• Experience working with Dealers or Commercial Fleet customers in a sales or service capacity preferred but not required
• Experience utilizing a CRM tool (i.e. SalesForce)

SKILLS:

• 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. 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

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-HTHD
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.

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ESSENTIAL DUTIES & RESPONSIBILITIES:

• Act as the key contact for the client post-sale in order to implement the solution(s) into their operational environment effectively. This may be done via emails, phone call, web meeting, etc.
• Manage the onboarding experience and interact 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)
• Leverage analytics to proactively reach out to the existing customer base, to improve product adoption and ensure their success with the application throughout the 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
• Build customer relationships in order to understand their business needs and be able to increase their ROI of the solution(s)
• 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
• Provide updates on new features or functionality for contracted services; identify opportunities to educate customers on existing and new Ford Pro Intelligence products
• Demonstrate exceptional customer service by providing consistent, timely and accurate customer support
• Attain established objectives regarding quality targets, productivity, and 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