Enterprise Relationship Specialist

at  Ford Motor Company

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.

THE MINIMUM REQUIREMENTS WE SEEK:

• Bachelor’s degree in Business or related field of study (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 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 ever-changing 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.
  Candidates for this position must be legally entitled to work in Canada. Ford Motor Company of Canada, Limited does not sponsor work permit applications.

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

• Act as a trusted advisor for the client post-sale 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 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
• 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 lifecycle.
• 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
• 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, up-sell/cross-sell 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, Engineering and Ford Pro Leadership to drive high product and customer management.
• Ability to resolve conflicts, solve problems and provide exceptional customer service to external and internal stakeholders.