As an Enterprise Customer Success Manager, you will provide best-in-class experience and be responsible for building and maintaining strong relationships with our enterprise customers. You will work with a diverse set of companies primarily focused on DACH with expansion across additional European markets to ensure they have the foundations needed to maximize the value of Ford Pro Intelligence and Charging solutions to optimize their fleet operation’s needs and maximize value from our products and services.
A successful Enterprise 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. You will require both strong project management and leadership skills as you will coordinate the strategic and technical-operational aspects simultaneously. You will be their primary point of contact during the customer life cycle. 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 will be required to interface with various customer stakeholders and be accountable to securing successful adoption, maximize ROI and increase customer loyalty throughout their journey.
1. Post Secondary Education or equivalent years in experience preferred.
2. A minimum of 5 years of work experience in a customer facing role, going above and beyond to ensure the customers’ needs are met.
3. Must be fluent in German & English (written and verbal), native German preferred
4. Proven results in retention, adoption, and expansion of commercial accounts in the SaaS space
5. Strong written and verbal communication skills
6. Proactive mindset and excellent time management skills
7. Superior problem solving skills
8. High emotional intelligence
9. Strong negotiation skills
10. Experience in software implementations with a focus on fleet telematics or fleet management software is preferred.
11. Experience working with Dealers or Commercial Fleet customers in a sales or service capacity preferred but not required.
12. Quick learner and can work effectively in an ever-changing environment.
13. Strong technical aptitude
14. Experience utilizing a CRM tool (., Sales Force).
15. Strong English communication skills (written and verbal)
16. Additional language skills an asset (written and verbal)
SKILLS:
17. Analytical – ability to synthesize information to understand issues and solutions.
18. Critical Thinker – Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
19. Highly Organized – Ability to multi-task and handle multiple ongoing projects at one time.
20. Detail Oriented – Understands that the details matter and that these details can build client trust, appreciation, and respect.
21. Flexible – Comfortable working in a fast-paced environment. Willingness to absorb team members’ input and change direction when needed.
22. Clear Communicator – ability to write and present effectively in a remote environment,
23. Adaptable – ability to respond to changing circumstances and to manage, solve problems, and provide solutions in a climate of ambiguity.
24. High Emotional Intelligence – build relationships, defuse conflict and foster customer centric
Additional Information
Ford is committed to diversity and equality of opportunity for all and is opposed to any form of less favourable treatment or harassment on the grounds of gender, marital status, civil partnership status, parental status, race, ethnic origin, colour, nationality, national origin, disability, sexual orientation, religion/belief, gender reassignment and gender identity, age and those with caring responsibilities.
#LI-Hybrid
undefined