Ford Pro Solutions Customer Success Manager

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.

• Bachelor's Degree or equivalent combination of relevant education and experience.
  

+ 4+ years of work experience in a customer-facing role

+ 4+ years of experience demonstrating excellent follow-up practices, evidenced by consistently achieving a high Customer Satisfaction (CSAT) score and/or High Net Promoter Score (NPS) for interactions involving follow-up.

+ 2+ years of experience utilizing a CRM tool (i.e. Salesforce).

• Both written and verbal in English and Spanish is preferred
  

+ Exceptional soft skills

+ Experience in software implementations with a focus on fleet telematics or fleet management software is preferred.

+ Experience working with Dealers or Commercial Fleet customers in a sales or service capacity preferred but not required

+ 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 environment. Willingness to absorb team members’ input and change direction when needed.

+ Clear Communicator - ability to write and present effectively in a remote environment,

+ Adaptable - ability to respond to changing circumstances and to manage, solve problems, and provide solutions in a climate of ambiguity.

+ High Emotional Intelligence - build relationships, defuse conflict and foster customer centric

You may not check every box, or your experience may look a little different from what we've outlined, but if you think you can bring value to Ford Motor Company, we encourage you to apply!

As an established global company, we offer the benefit of choice. You can choose what your Ford future will look like: will your story span the globe, or keep you close to home? Will your career be a deep dive into what you love, or a series of new teams and new skills? Will you be a leader, a changemaker, a technical expert, a culture builder…or all of the above? No matter what you choose, we offer a work life that works for you, including:

• Immediate medical, dental, vision and prescription drug coverage
  
• Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up child care and more
  
• Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, and more
  
• Vehicle discount program for employees and family members and management leases
  
• Tuition assistance
  
• Established and active employee resource groups
  
• Paid time off for individual and team community service
  
• A generous schedule of paid holidays, including the week between Christmas and New Year�s Day
  
• Paid time off and the option to purchase additional vacation time.
  

For more information on salary and benefits, click here: https://fordcareers.co/GSRSP1

This position is a range of salary grades 6-8 .

Visa sponsorship is not available for this position.

Candidates for positions with Ford Motor Company must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status. In the United States, if you need a reasonable accommodation for the online application process due to a disability, please call 1-888-336-0660.

• 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.