Ford

Compensation

Full Description

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 Established and active employee resource groups 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) 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