Customer Success Manager - Ford Pro Intelligence & Charging

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 Intelligence provides telematics and fleet management services to our commercial and fleet customers. Ford Pro products and services serve as a foundational building block to Ford’s continued leadership and innovation in fleet/commercial vehicle market segments. Fleets are our future, representing a significant portion of vehicle sales and continual expected growth.

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 are offered the foundations needed to maximize the value of Ford Pro Solutions to optimize their fleet operation’s needs.

An accomplished Customer Success Manager possesses unparalleled communication skills, a profound commitment to excellence, and an authentic enthusiasm for fostering client success. This pivotal position within our organization serves as the critical link between our valued clients and our company's key internal stakeholders. The role demands exceptional project management and leadership capabilities, as it involves orchestrating the strategic, technical, and operational facets of customer engagement and relationship management. As a Customer Success Manager, you will take on the role of the primary liaison for clients throughout their onboarding e and/or account management experience. In this capacity, you will act as both an advisor and a consultant, guiding clients through the seamless integration and adoption of Ford Pro Solutions, encompassing essentials, telematics, charging solutions, and fleet management. This role requires engaging with various client stakeholders, ensuring a smooth onboarding process, and fostering increased customer loyalty through diligent and effective partnership.

What you'll do...

• Act as the key contact for the client post-sale to implement the solution(s) into their operational environment effectively.  This may be done via emails, phone calls, video meetings, etc.
• Manage the customer experience through onboarding and account management by interacting 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)
• Use analytics to proactively reach out to existing clients, aiming to boost product adoption rates and guarantee their sustained success with our application throughout 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
• Cultivate strong relationships with customers to gain insight into their business objectives, thereby enhancing the return on investment (ROI) they achieve from our solutions.
• 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 solutions 
• Demonstrate exceptional customer service by providing consistent, timely and accurate customer support
• Reinforce the value and benefits of Ford Pro Solutions, up-sell/cross-sell services and products to increase customer satisfaction
• Attain established objectives regarding quality targets, productivity & 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
• Partner with Sales, Product and Engineering a seamless transition and feedback loop to drive quality and product adoption
• Contribute to Customer Success Assets (customer references, case studies, playbooks) and thought leadership

You'll have... 

• Bachelor’s degree or equivalent relevant experience.
• 4+ years of work experience in a customer facing role, going above and beyond to ensure the customers’ needs are met in software, charging or fleet management. 
• 4+