Data Services Customer Success Manager

Job Description

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 Enterprise Customer Success Manager, you will be responsible for providing a best-in-class experience while building and maintaining strong relationships with our enterprise customers. You will work with a diverse set of companies primarily focused on the Data Services portfolio, in partnership with our Global Data Service team. Your focus will be on meeting customer needs through our products and services to optimize their fleet operations and maximize value from our solutions.

A successful Enterprise Customer Success Manager possesses exceptional communication skills, a strong drive to succeed, and a genuine passion for helping people. This integral role within the company acts as a conduit between customers and key decision-makers internally. Strong project management, technical aptitude, and leadership skills are required to coordinate both strategic and technical-operational aspects simultaneously. As the primary point of contact during the customer life cycle, you will advise and guide customers in the setup and adoption of Ford Pro Solutions, including essentials, telematics, charging, and fleet management. Interface with various customer stakeholders and be accountable for ensuring successful adoption, maximizing ROI, and increasing customer loyalty throughout their journey.

Responsibilities

What you'll do

• Act as a trusted advisor for the client post-sale to implement the solution(s) into their operational environment effectively. This may be done via emails, phone call, web meeting, etc. primarily across North America
• 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)
• Advocate for customer across various product and technology groups for continuous improvement and issue resolution for increase loyalty and partnership
• Improve customer retention, adoption, and expansion by increasing Customer Lifetime Value
• Identify, improve, and lead all aspects of the health status of each of your customers.
• Strong technical aptitude and problem resolution across all Ford Pro Solutions
• Lead customer issue resolution and leverage supporting teams to drive fast and effective technical solution.
• 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 lifecycle.
• 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 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.
• 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 products.
• Demonstrate exceptional customer service by providing consistent, timely and accurate customer support
• Oversee our Level 1 support team and ensure all issues are being managed in a timely manner.
• Resell the value and benefits of Ford Pro Software 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.
• Manage all account and customer success activities including billing and ticket management
• Lead and mentor other team members including Customer Success Managers
• Partner with Product, Engineering and Ford Pro Leadership to drive high product and customer management.
• Strong ability to resolve conflicts, solve problems and provide exceptional customer service to external and internal stakeholders.

Qualifications

You'll have

• Bachelor's degree required
• A minimum of 5 years of work experience in a customer facing role, going above and beyond to ensure the customers' needs are met.
• Proactive mindset and excellent time management skills
• Superior problem-solving skills
• Experience in software implementations with a focus on fleet telematics or fleet management software.
• Strong technical aptitude

Even better, you may have

• Proven results in retention, adoption, and expansion of commercial accounts in the SaaS space
• Strong written and verbal communication skills
• High emotional intelligence
• Strong negotiation skills
• Experience working with Dealers or Commercial Fleet customers in a sales or service capacity preferred but not required.
• Quick learner and can work effectively in an ever-changing environment.
• Experience utilizing a CRM tool (i.e., Sales Force).
• Strong English communication skills (written and verbal)
• Additional language skills an asset (written and verbal)
• 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

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 childcare 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:

This position is a range of salary grades 6-7.

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-.

Onsite work of up to three days per week may be required for candidates within commuting distance of a Ford hub location.