United Spinal Association Jobs

As a Customer 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 Intelligence & Charging to optimize their fleet operation’s needs.

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. This requires proven project management and 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 French Canadian 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 essentials, telematics, charging and fleet management. You'll interface with various customer stakeholders and be accountable to securing a successful onboarding journey and to increase customer loyalty.

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

Your Impact

• 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 call, web meeting, etc.

• 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)

• 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 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

• Manage contract renewals and extensions

The minimum requirements we seek:

• A bachelor’s degree (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.)

• A minimum of 4 years of work experience in a customer-facing role

• Bilingual in French and English (spoken and written)

• Experience utilizing a CRM tool (i.e. SalesForce)

Our preferred requirements:

• Outstanding follow-up and follow-through to ensure customers’ success and a positive outcome

• Experience in software implementations with a focus on fleet telematics or fleet management software

• Experience working with Dealers or Commercial Fleet customers in a sales or service capacity

• 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

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.

Requisition ID : 41585