Director, Account Management
Buildout
Onboarding Success Manager
Ford Motor Company
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Serve as the customer’s primary point of contact during onboarding and act as the key contact post-sale to implement solutions into the customer's operational environment
- Manage the onboarding experience and coordinate with client and internal resources to ensure key milestones are met, including initial product set-up and training
- Partner with customers to advise and guide them in the set-up and adoption of Ford Pro Telematics, Charging and Fleet Management Software
- Coordinate strategic and technical-operational aspects of onboarding, interfacing with various customer stakeholders
- Leverage analytics to proactively engage onboarding customers to improve product adoption throughout the onboarding lifecycle
- Continuously improve onboarding processes using customer feedback to generate and execute enhancement ideas
- Build customer relationships to understand business needs and increase ROI of the solutions
- Collaborate cross-functionally to advocate for the voice of the customer and with channel partners
- Create partnerships and manage relationships to investigate and resolve customer issues
- Focus on increasing product adoption and revenue, proactively managing churn and customer satisfaction
- Provide updates on new features/functionality and identify opportunities to educate customers on Ford Pro Intelligence products
- Attain established objectives regarding quality targets, productivity, and customer file maintenance within the CRM
- Ensure customer health is maintained through product utilization, invoicing/payment, and overall satisfaction
Requirements
- Bachelor's Degree or equivalent combination of relevant education and experience
- 4+ years of work experience in a customer-facing role
- 1+ years of experience utilizing a CRM tool (i.e. SalesForce)
- Experience in software implementations with a focus on fleet telematics or fleet management software (preferred)
- Experience working with Dealers or Commercial Fleet customers in a sales or service capacity (preferred)
- Analytical – ability to synthesize information to understand issues and solutions
- Critical thinker – ability to use logic and reasoning to evaluate solutions and approaches
- Highly organized – ability to multi-task and handle multiple ongoing projects
- Detail oriented – strong attention to detail
- Flexible – comfortable working in a fast-paced environment and adapting to change
- Clear communicator – ability to write and present effectively in a remote environment
- Adaptable – ability to manage, solve problems, and provide solutions in ambiguous situations
- Must be legally authorized to work in the United States (visa sponsorship not available)
