Customer Onboarding 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 Onboarding Success Manager, you will provide a best-in-class experience as you work with a diverse set of companies across the North American market to ensure they have the foundations needed to maximize the value of Ford Pro Intelligence & Charging to optimize their fleet operation’s needs. 

A successful Onboarding 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. 

What you'll do...

• 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 onboarding journey
• 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

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 
• Outstanding follow-up and follow-through to ensure customers’ success and a positive outcome 
• Experience using multiple tools and platforms to facilitate customer interactions, e.g., Salesforce, Jira, Microsoft Outlook and Teams, etc. 
• High school diploma required 

Even better, you may have...

• Bachelor’s degree preferred 
• Experience in software implementations with a focus on fleet telematics or fleet management software is preferred 
• Experience working w