Customer Success Manager

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? 

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 have the foundations needed to maximize the value of Ford Pro Intelligence to optimize their fleet operation’s needs.

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. You will require both strong project management and leadership skills as you will coordinate the strategic and technical-operational aspects simultaneously. You will be their primary point of contact during the customer life cycle. 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 will be required to interface with various customer stakeholders and be accountable to securing successful adoption, maximize ROI and increase customer loyalty throughout their journey.

What you'll do...

• Act as the key contact for the client post-sale in order to support the solution(s) in their operational environment effectively. This may be done via emails, phone call, web meeting, etc.
• 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 & customer file maintenance within our CRM
• Strong ability to resolve conflicts, solve problems and provide exceptional customer service to external and internal stakeholders.

You'll have... 

• A minimum of 4 years of work experience in a customer facing role, going above and beyond to ensure the customers’ needs are met.
• Experience utilizing a CRM tool (i.e. Sales Force).
• Outstanding follow-up and follow through to ensure customers’ success and a positive outcome.
• Exceptional soft skills 

Even better, you may have...

• A bachelor’s degree or higher is preferredExperience in software implementations with a focus on fleet telematics or fleet management or charging software is preferred.
• Experience working with Dealers or Commercial Fleet customers in a sales or service capacity preferred but not required 

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 environ