Customer Enablement Manager

6 months ago

Oakville, Canada Ford Motor Company Full time

**12- 14 month temporary assignment**

Reporting to the Global Head of Customer Enablement, Ford Pro, the Manager, Customer Enablement 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.

What You’ll Need:

- Proven and relevant customer success leadership experience, in a high-growth and fast-paced SaaS environment. Experience in Technology or Transportation is preferred.
- Commitment to Results: demonstrating high performance, challenging self and others to consistently deliver results for Ford Pro customers.
- Customer Focus: demonstrates a desire to proactively help and serve internal/external customers to meet their needs.
- Ability to interact with customers of all levels and industry backgrounds, from the C-Level to individual contributor.
- Collaboration and Teamwork; works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs.
- Has proven Leadership presence with a high degree of professional maturity and ability to manage and motivate diverse and remote teams.
- Negotiation: successfully obtains commitment to a solution or idea, while maintaining integrity and relationships with proven ability to manage client expectations, client escalations, and negotiate resolution.
- Influence: Asserts own ideas and persuades others, gaining support and commitment, while mobilizing people to take action by leaning on ability to manage senior stakeholders. Simultaneously able to deep dive, obtain relevant data, and analyze effectively.
- Open Communication: clearly conveys thoughts, both written and verbal, listening attentively and asking questions for clarification and understanding.
- Developing Others: Capably delivers results through others, demonstrated ability to establish clear direction and help others produce their best work.
- Strategic Thinking: Identifies key issues and relationships relevant to achieving a long-range goal or vision. Builds an integrated plan for course of action to accomplish this vision.
- General Management: Challenges and supports others to create results but also develops new capabilities and expands the capacity of individuals on the team.

Who You Are:

- Tenacious. You are determined to succeed, and you are motivated by the success of customers, colleagues and the community.
- Curious. You are always learning and seeking ways to make things better.
- Conscientious. You keep your promises, taking your commitments to others seriously, and you have strong integrity.
- Humble. You lead with humility and empathy, respecting and learning from the perspectives of others.

BASIC QUALIFICATIONS:

- Relationship management/customer success experience
- Previous experience in management role, leading team (onsite and remote)
- Knowledge and expertise in or the ability to rapidly learn the Company’s products and services
- Process Design and Continuous Improvement experience

PREFERRED QUALIFICATIONS:

- 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

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.

Key Responsibilities:

- 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 bu

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