Customer Success Analyst

Customer Success Analyst 

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? 

Launched in 2023, Integrated Services creates and markets new customer experiences by integrating hardware, software and services across Ford Blue, Model e and Ford Pro. These products and services allow Ford's retail and commercial customers to customize their vehicles like never before with OTA (over-the-air)-driven experiences that grow better over time. Ford is developing leadership at the forefront of connected, digital platforms that will revolutionize every aspect of how vehicles function, the way people interact with them, and the value those vehicles provide.

In this position... 

The Customer Success Analyst works directly with internal and external stakeholders, including Tier 1 suppliers, to drive the business to meet all objectives in the Statement of Work cost-efficiently, managing a budget of ($100M). The Customer Success Analyst must be customer-focused to drive satisfaction by relieving current pain points and implementing new processes to make customer interactions with Ford seamless and easy after purchasing one or more of IS’s products or services.

What you'll do...

• Strategic Implementation: Support the development and execution of the Integrated Services customer support strategy to deliver on business plan targets (financial/operational) 
• Supplier Performance: Define, monitor, and evaluate key performance indicators (KPIs) to track the effectiveness of current strategies and identify areas for improvement or innovation. 
• Work with Operations to reduce and fix operational issues.
• To drive employee satisfaction, communicate changes to the suppliers to ensure training documentation is complete before launch.
• Participate with Program Management, Contracts, Business Offices, and Purchasing to shape SOWs and related negotiations.
• Continuous Improvement: Bring key customer learnings back to the management team for ongoing experience optimization 
• Project/Stakeholder Management: Present strategic recommendations and updates to leaders and other key stakeholders across teams/organizations, effectively communicating complex concepts in a clear and concise manner
• Monthly Reporting: Publish monthly reports to reflect the performance of the “business” to all appropriate stakeholders
• Ticket Management: Review, action and resolve tickets escalated from Contact Centre within timely manager. Drive qualitive process improvements across the ecosystem and support quality and agency proficiency 
• Team Culture: Foster a collaborative, flexible, and high-performance culture 

You'll have... 

• Bachelor’s degree in business or similar discipline, or equivalent work experience
• 3+ years’ experience in Sales, Marketing, Customer Experience or similar
• Strong analytical skills, with the ability to synthesize complex data and develop actionable insights
• Very proficient/skilled in data mining and working with Microsoft Office (Excel/PowerPoint) 

Even better, you may have...

• Field (or other) experience contacting dealers preferred. Knowledge of consumer experience process, methods, and tools
• Sound strategic thinking and problem-solving abilities, with a focus on delivering results. 
• Identify adjustments and gaps to solve/relieve customer pain points.
• Creative thinker, problem solver, and resilient. This position often works in white space (pivoting strategies and responsibilities) and needs a resilient/creative, out-of-the-box thinker to help evolve from traditional business models. 
• Effective communication and presentation skills with the ability to influence and engage stakeholders at all levels of the organization to gain alignment toward vision/goals
• Excellent verbal and written skills 
• Strong project management skills, with the ability to manage multiple priorities and meet deadlines 
• Passion for delivering great consumer experiences with an ability to empathize with our consumers
• Self-starter – ability to work independently with minimal supervision in a fast-paced environment