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Onboarding Success Manager, Ford Pro Solutions

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?

Our Marketing, Sales & Service organization advances the Ford reputation as a visionary vehicle and mobility services company and helps deliver a trusted customer experience. Use your marketing, sales and service expertise to turn data-driven insights into innovative solutions that enhance sales and customer loyalty. Join us and be the eyes, ears and voice of Ford.

What you'll do...

As an Onboarding Success Manager, you will provide a best-in-class experience as you work with a diverse set of companies across the North American market to ensure they have the foundations needed to maximize the value of Ford Pro Telematics, Charging and Fleet Management Software to optimize their fleet operation’s needs.

A successful Onboarding 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. This requires strong project management and strong leadership skills, as you will coordinate the strategic and technical-operational aspects simultaneously. You’ll serve as the customer’s primary point of contact during their onboarding journey and serve as an onboarding resource for our customers. You will partner with the customer to advise and guide them in the set-up and adoption of Ford Pro Solutions, which will include telematics, charging and fleet management. You'll interface with various customer stakeholders and be accountable to secure a successful onboarding journey and to increase customer loyalty.

+ Act as the key contact for the client post-sale in order to implement the solution(s) into their operational environment effectively. This may be done via emails, phone calls, web meetings, etc.

+ Manage the onboarding experience and interact with the client and key internal resources to ensure all key milestones are met (including assisting customer with initial product set-up and training on how to use them).

+ Leverage analytics to proactively reach out to the onboarding customer base, to improve product adoption and ensure their success with the application throughout the onboarding life cycle

+ Continuously improve the process by ensuring customer feedback is received and used to help the team generate and execute ideas to enhance overall customer onboarding 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

+ 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, and customer file maintenance within our CRM

Responsible to ensure customer health is maintained through product utilization, invoicing/payment, and overall satisfaction

You'll have...

+ Bachelor's degree or equivalent combination of relevant education and experience.

+ 4+ years of work experience in a customer-facing role, going above and beyond to ensure the customers’ needs are met

+ 1+ years of experience utilizing a CRM tool (i.e. Salesforce)

Even better, you may have...

+ 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

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.

This position is a salary grade 7.

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

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.

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**Requisition ID** : 55430