Ford Pro Intelligence Customer Success Manager

Job Description

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 project management and leadership skills as you will coordinate the strategic and technico-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.

Responsibilities

The primary responsibilities for this position include but are not limited to:
 

• 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 efficient customer service by providing consistent, timely and accurate customer support
• Attain established objectives regarding quality targets, productivity & customer file maintenance within our CRM
• Ability to resolve conflicts, solve problems and provide impressive customer service to external and internal stakeholders.

Qualifications

The minimum requirements we seek
 

• A bachelor's degree or higher is preferred. (Successful candidates will be required to provide proof of degree completion for the highest level of education attained. If the degree was obtained from a school outside of Canada, an Education Credential Assessment report showing Canadian equivalency is also required.)
• 4 years of work experience in a customer facing role, going above and beyond to ensure the customers' needs are met.
• 3 years of experience in software implementations with a focus on fleet telematics or fleet management software.
• 3 years experience utilizing a CRM tool (i.e. Sales Force).

Our preferred requirements
 

• 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.
• Well 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.
• Emotional Intelligence - build relationships, defuse conflict and foster customer centric.

We thank all applicants for their interest, but only those selected for an interview will be contacted.

Ford of Canada is an Equal Opportunity Employer and is committed to a culturally diverse workforce. Accommodations for applicants with disabilities throughout the recruitment, selection and / or assessment processes, where needed, are available upon request. Please inform Human Resources of the nature of any accommodation(s) that you may require. 

Candidates for this position must be legally entitled to work in Canada. Ford Motor Company of Canada, Limited does not sponsor work permit applications.