Customer Support Manager - German speaking

As an Customer Support Manager, you will provide best-in-class experience and be responsible for building and maintaining strong relationships with our enterprise customers. You will work with a diverse set of companies primarily focused on DACH with expansion across additional European markets to ensure they have the foundations needed to maximize the value of Ford Pro Intelligence and Charging solutions to optimize their fleet operation's needs and maximize value from our products and services. A successful Customer Support Manager 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. At Ford Motor Company, we believe freedom of movement drives human progress. With our incredible plans for the future of mobility, we have a wide variety of opportunities for you to accelerate your career and help us define tomorrow's transportation.

• 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. primarily across DACH and UK Market.
• Manage the onboarding experience and interact with the client and key internal resources to ensure all key milestones are met. (Includes assisting customer with initial product set-up and training on how to use)
• Advocate for customer across various product and technology groups for continuous improvement and issue resolution for increase loyalty and partnership
• 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
• Lead customer issue resolution and leverage supporting teams to drive fast and effective technical solution.
• 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 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.
• Strong ability to resolve conflicts, solve problems and provide exceptional customer service to external and internal stakeholders.
  
  Post Secondary Education or equivalent years in experience preferred.
• A minimum of 5 years of work experience in a customer facing role, going above and beyond to ensure the customers' needs are met.
• Must be fluent in German & English (written and verbal), native German preferred
• Proven results in retention, adoption, and expansion of commercial accounts in the SaaS space
• Strong written and verbal communication skills
• Proactive mindset and excellent time management skills
• Superior problem solving skills
• High emotional intelligence
• Strong negotiation skills
• Experience in software implementations with a focus on fleet telematics or fleet management software is preferred.
• Experience working with Dealers or Commercial Fleet customers in a sales or service capacity preferred but not required.
• Quick learner and can work effectively in an ever-changing environment.
• Strong technical aptitude
• Experience utilizing a CRM tool (i.e., Sales Force).
• Strong English communication skills (written and verbal)
• Additional language skills an asset (written and verbal)
SKILLS:
• Analytical - ability to synthesize information to understand issues and solutions.
• Critical Thinker - Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Highly Organized - Ability to multi-task and handle multiple ongoing projects at one time.
• Detail Oriented - Understands that the details matter and that these details can build client trust, appreciation, and respect.
• Flexible - Comfortable working in a fast-paced environment. Willingness to absorb team members' input and change direction when needed.
• Clear Communicator - ability to write and present effectively in a remote environment,
• Adaptable - ability to respond to changing circumstances and to manage, solve problems, and provide solutions in a climate of ambiguity.
• High Emotional Intelligence - build relationships, defuse conflict and foster customer centric