Na Head of Account Management

3 months ago

Oakville, Canada Ford Motor Company Full time

Reporting to the Global Head of Customer Enablement, the Head of Account Management and Customer Growth is accountable a customer success and support practice that will maximize the value of the Ford Pro Solutions in North America 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.

BASIC QUALIFICATIONS:

- Relationship management/customer success experience
- 5+ years' experience in management role, leading team (onsite and remote)
- Process Design and Continuous Improvement experience

PREFERRED QUALIFICATIONS:

- Knowledge and expertise in or the ability to rapidly learn the Company’s products and services
- 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 relationships 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

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.

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

- Drive customer success to ensure that every Ford Pro customer realizes value and achieves desired business outcomes through successful 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.
- Be an expert for business value for all Ford Pro Solutions (Intelligence, Fleet Management, Charging etc.)
- Drive alignment with renewals in order to optimize the renewal experience for customers, directly contributing to successful customer renewals and retention targets.
- 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 to increase retention and customer lifetime value.
- 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
- 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 and objectives.
- Lead business requirements and design for process, technology and system development for continuous process and operation improvement
- Analyse and challenge business and operational performance through lens of both the customer experience and cost and operational efficiency
- Oversee and lead strategy to scale operation needs with purchase service and offshore business partners to support growth within existing budget needs
- 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

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