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Ford Pro is a new global business within Ford committed to commercial customer productivity. Ford Pro delivers a work-ready suite of vehicles, products and services for virtually every vocation, backed by technology and engineered for uptime. A true one-stop shop, offering a full portfolio of electrified and internal combustion vehicles designed to integrate seamlessly with the Ford Pro ecosystem, helping customers' businesses thrive today and into the new era of electrification.

Reporting to the Global Head of Customer Enablement, Ford Pro, the Manager, Customer Onboarding & Billing Operations is accountable for implementing a global customer success practice that will maximize the value of the Ford Pro Solutions portfolio for our customers and partners, focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements.

Key aspects of the role include developing and continuously improving time to onboard and adopt, high customer CSAT and retention through a high-quality service delivery model leading to increase Customer Lifetime Value across Ford Pro Software and Services.

• Drive customer success to ensure that every Ford Pro customer realizes value and achieves desired business outcomes through successful onboarding, product usage, adoption, and customer retention.

• Execute the customer success strategy leading to efficiencies in our coverage model to drive great customer experiences.

• Define and deploy new processes to accelerate speed to value and drive adoption. Build and refine operations to fit the current business and plan for future growth.

• Drive alignment with renewals and sales functions in order to optimize the renewal experience for customers, directly contributing to successful customer renewals and retention targets

• Lead and manage billing operations for Ford Pro Solutions European Market

• Drive Financial health of customers through managing late payment, lock box reconciliation and overseeing the health activities across the customer billing platform.

• Attain trusted advisor status with our customers by developing institutional knowledge of Ford Pro as well as partner products and services, and through a culture of learning to stay on top of industry and vertical trends.

• Develop and grow strong relationships with business leaders to ensure customers realize value out of their investment, and welcome expansion discussions with Sales.

• Proactively anticipate problems and opportunities to ensure solution-oriented thinking and best-in-class customer experience.

• Work with sales operations and data & analytics organizations to build out dashboard reports that communicate to Executive Leadership the effectiveness of identified programs and investments

• Matrix reporting structure to Global leadership for process and technology alignment

• Lead and manage direct and purchase service employees to drive high performing customer centric organization.

• Provide strong contribution to strategic planning for Customer Success while developing and growing strong relationships with business leaders to ensure customers realize value out of their investment in Ford Pro, and welcome expansion discussions with Sales.

• Hiring, retaining, and developing a high-potential talent pool of Managers and team members, fostering a culture of collaboration, over-achievement, and continuous learning, while aligning with company KPIs.

• Serve as a positive, dynamic leader that displays the best work ethic, creative problem-solving skills, positive attitude, and a team-oriented proactive approach, while sharing best practices and coaching on strategy.

• Support our data & analytics organization to build out dashboard reports that communicate to Executive Leadership the effectiveness of identified programs and investments

• Bachelor’s Degree or combination of education and experience (required)

• Relationship management/customer success experience (required)

• Previous experience in management role, leading team (onsite and remote)(required)

• Knowledge and expertise in or the ability to rapidly learn the Company’s products and services (required)

• High emotional intelligence in both professional and social settings with ability to establish and maintain influential relationships across the organization and with customers

• Excellent organizational, leadership, communication, presentation, listening and interpersonal skills

• Ability to navigate political arenas with ease as well as persuade, influence and sell change effectively while projecting a professional image

• Adaptability and flexibility

• Accountability and execution oriented

• Curious/challenges the status quo

• Creativity and critical thinking skills

• Self-confidence and the ability to work independently

Requisition ID : 31451