Data Services Customer Success Manager

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 is a new global business within Ford committed to commercial customer productivity. Ford Pro delivers a work-ready suite of vehicles, accessories and services for virtually every vocation, backed by technology and engineered for uptime. A true one-stop shop, we offer a full portfolio of electrified and internal combustion vehicles designed to integrate seamlessly with the Ford Pro ecosystem, helping customers' businesses thrive today and into the new era of electrification.

In this position... 

As an Enterprise Customer Success Manager, you will be responsible for providing a best-in-class experience while building and maintaining strong relationships with our enterprise customers. You will work with a diverse set of companies primarily focused on the Data Services portfolio, in partnership with our Global Data Service team. Your focus will be on meeting customer needs through our products and services to optimize their fleet operations and maximize value from our solutions.

A successful Enterprise Customer Success Manager possesses exceptional communication skills, a strong drive to succeed, and a genuine passion for helping people. This integral role within the company acts as a conduit between customers and key decision-makers internally. Strong project management, technical aptitude, and leadership skills are required to coordinate both strategic and technical-operational aspects simultaneously. As the primary point of contact during the customer life cycle, you will advise and guide customers in the setup and adoption of Ford Pro Solutions, including essentials, telematics, charging, and fleet management. Interface with various customer stakeholders and be accountable for ensuring successful adoption, maximizing ROI, and increasing customer loyalty throughout their journey.

What you'll do...

• Act as a trusted advisor for the client post-sale to implement the solution(s) into their operational environment effectively. This may be done via emails, phone call, web meeting, etc. primarily across North America
• 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)
• Advocate for customer across various product and technology groups for continuous improvement and issue resolution for increase loyalty and partnership
• Improve customer retention, adoption, and expansion by increasing Customer Lifetime Value
• Identify, improve, and lead all aspects of the health status of each of your customers.
• Strong technical aptitude and problem resolution across all Ford Pro Solutions
• Lead customer issue resolution and leverage supporting teams to drive fast and effective technical solution.
• 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 lifecycle.
• 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 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.
• 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 products.
• Demonstrate exceptional customer service by providing consistent, timely and accurate customer support
• Oversee our Level 1 support team and ensure all issues are being managed in a timely manner.
• Resell the value and benefits of Ford Pro Software solutions, up