Customer Success Manager Bilingual in English French
Customer Success Manager Bilingual in English French
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Job Description
As a Customer Success Manageryou will provideabestinclass 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& Chargingto optimizetheir fleet operations needs.
A successful Customer Success Manager has exceptional communications skills a fierce drive to succeedand 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 requiresproven project management andleadership skillsas you will coordinate the strategic and technicaloperational aspects simultaneously. Youllserve as the customersprimary point of contact during their onboarding journey and serve as an onboarding resource for our French Canadian customers. You will partner with the customerto advise and guide them in the setup and adoption of Ford Pro Solutions which will include essentials telematics charging and fleet management. Youllinterfacewith various customer stakeholders and be accountable tosecuring a successful onboarding journey andtoincrease customer loyalty.
Responsibilities
The primary responsibilities for this position include but are not limited to:
Your Impact
- Act as the key contact for the client postsale in order to implement the solution(s) into their operational environment effectively.This may be done via emails phone call web meeting etc.
- Managethe onboarding experience and interact with the clientand key internal resources to ensure all key milestones are met (includes assisting customer with initialproduct setup and training on how to use)
- Leverage analytics to proactively reach outto the existing customer base to improve product adoption and ensure their success with the application throughout the customer lifecycle
- Continuously improve the process by ensuring customer feedback is received and usedto help the team generate and execute on ideas to enhance overall customer success
- Build customer relationships in order tounderstand their business needs and be able to increase their ROI of the solution(s)
- Crossfunctional 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
- Provideupdates on new features or functionality for contracted services; identifyopportunities to educate customers on existing and new Ford Pro Intelligence products
- Demonstrateexceptionalcustomerservicebyprovidingconsistent timelyand accuratecustomersupport
- Attainestablished objectivesregarding quality targets productivity andcustomer file maintenancewithin our CRM
- Responsible to ensure customer health is maintainedthrough product utilization invoicing/paymentand overall satisfaction
- Manage contract renewals and extensions
Qualifications
The minimum requirements we seek:
- A bachelors 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 4yearsofwork experience in a customerfacing role
- Bilingual in French and English (spoken and written)
- Experience utilizinga CRM tool (i.e.SalesForce)
Our preferred requirements:
- Outstanding followup and followthrough to ensure customers success and a positive outcome
- Experience in software implementations with a focus on fleet telematicsor 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 identifythe strengths and weaknesses of alternative solutions conclusionsor approaches to problems
- Highly Organized Ability to multitask and handle multiple ongoing projects at one time.
- Detail Oriented Understands that the details matter and that these details can build client trust appreciationand respect
- Flexible Comfortable working in a fastpaced environment. Willingnessto 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 providesolutions 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.
Required Experience:
Manager
Employment Type
Full-Time
