Enterprise Relationship Specialist - Oakville, Canada - Ford Motor Company

Ford Motor Company

Verified Company

Oakville, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Ford was built on the belief that freedom of movement drives human progress. We also believe in providing you with the freedom to define and realize your dreams.

With our incredible plans for the future of mobility we have a wider variety of opportunities for you to accelerate your career potential as you help us define tomorrow's transportation.

As we look to the future and the changing needs of society, we are committed to becoming the world's most trusted mobility company - delivering smart vehicles for a smart world.

Join our team as we create tomorrow We believe in putting people first, working together, and facing challenges head-on.

A successful Enterprise Relationship Specialist 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.

QUALIFICATIONS:

The minimum requirements we seek:

A minimum of 5 years of work experience in a customer facing role, going above and beyond to ensure the customers' needs are met.
Proven results in retention, adoption, and expansion of commercial accounts in the SaaS space
Experience utilizing a CRM tool (i.e., Salesforce).

Our preferred requirements:

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
Strong technical aptitude
Effective English communication skills (written and verbal)
Additional language skills an asset (written and verbal)
Proactive mindset and excellent time management skills
High emotional intelligence
Effective negotiation skills
Quick learner and can work effectively in an everchanging environment.

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.

DUTIES & RESPONSIBILITIES:

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

Manage the onboarding experience and interact with the client and key internal resources to ensure all key milestones are met. (Includes assisting customers with initial product set-up and training on how to use)
Improve customer retention, adoption, and expansion by increasing Customer Lifetime Value
Identify, improve, and lead all aspects of the health status of each of your customers.
Strong technical aptitude

and problem resolution across all Ford Pro Solutions

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)
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
Drive conversions from essentials (free) solution to paid telematics, parts and service by showcasing business value
Provide updates on new features or functionality for contracted services; identify opportunities to educate customers on existing and new Ford Pro Intelligence and Charging products.
Demonstrate exceptional customer service by providing consistent, timely and accurate customer support
Resell the value and benefits of Ford Pro Software solutions, upsell/crosssell services and products to increase customer satisfaction
Attain established objectives regarding quality targets, productivity & customer file maintenance within our CRM
Manage contract renewals and extensions.
Lead and mentor other team members including Customer Success Managers
Partner with Product, Engin