Ford Pro Client Relationship Manager

2 weeks ago

Dearborn MI, United States Percepta Full time

At Percepta, we pride ourselves on delivering exceptional service across all markets we engage with. As a Ford Pro Client Relationship Manager, you will play a pivotal role in crafting and enhancing outstanding customer interactions while embracing the unique culture we foster.

Key Responsibilities

The Ford Pro Client Relationship Manager is accountable for overseeing the Ford Pro Business Partnership. This position will direct the Ford Pro Business Center and Operations Team, ensuring premium customer assistance, expertise, and support for clients in managing their fleets and the associated data. Duties may encompass sales support and involvement in new business evaluations and requirement gathering sessions. The Ford Pro Client Relationship Manager is tasked with formulating and nurturing client account strategies and relationships to integrate the Ford Pro Program into their Fleet Operations.

Daily Activities

• Cultivating customer relationships to surpass their expectations and introduce additional Ford Pro product solutions as necessary.

• Effectively leading customer meetings and training sessions.

• Developing and implementing detailed project plans and deliverables.

• Completing training modules as instructed by Operations and/or Training.

• Managing customer accounts daily as the Single Point of Contact (SPOC) while maintaining exemplary relationships with clients, Ford Pro Cross-Functional Team Members, and key stakeholders.

• Overseeing the onboarding process for new customers, from contract execution to product education, ensuring customer metrics and targets are met.

• Leading vehicle connectivity initiatives to guarantee fleet performance while accurately maintaining fleet counts.

• Serving as the communication link between the Ford Pro Business Center and Ford Pro Sales during onboarding phases.

• Addressing onboarding issues and keeping the SAR Team informed about the status of client relationships.

• Providing Voice of the Customer feedback regarding Ford Pro products (functionality and customer needs) to the Ford Pro Engineering and Development Teams.

• Assisting with month-end invoicing and billing as required.

• Monitoring Contract Management reports in CRM and facilitating resolutions.

• Maintaining organized and precise documentation.

Qualifications

Education

• High school diploma required (Associate's degree or higher preferred).

Experience

• A minimum of 2 years of operational management experience in a call center production environment is strongly preferred.

• Experience in communicating with senior and executive management and delivering formal presentations.

• Previous experience in:

o Fleet Management

o Automotive Industry, Technology, and Telematics

• Familiarity with project management and software applications, including word processing, spreadsheets, and flowcharting tools (MS Project, MS Office, Excel, and Visio) is preferred.

Skills

• Strong communication skills: ability to relate to diverse individuals and work across all organizational levels. Builds constructive, trust-based relationships and employs diplomacy and tact in interactions.

• Proficient in influencing and persuading others effectively.

• Presents a polished and professional image.

• Capable of making timely decisions, sometimes with incomplete information, under pressure; adept at making both quick and high-quality decisions based on analysis, experience, and judgment.

• Strong problem-solving abilities and multitasking skills.

• Excellent written, verbal, and listening skills.

• Ability to collaborate and build relationships across all organizational levels.

• Exceptional organizational, time management, and problem-solving capabilities.

• Logical thinker with a proven ability to thrive in a fast-paced environment; highly motivated and self-driven.

• Works effectively both independently and as part of a team, identifying business needs and communicating them to IT organizations.

Additional Information

• Must effectively support various time zones as required by business needs.

• Standard hours of operation are from 8 am to 8 pm, Monday to Friday.

About Percepta
Founded in 2000, Percepta operates contact centers globally, dedicated to providing a seamless customer experience for our clients. Our core values drive our organization, and we embody them in our daily operations. As a member of the Percepta team, you can expect:

Culture of Service - to be treated with the same care and respect we extend to our customers from day one.

Teamwork - to belong to a supportive family-oriented environment that promotes growth, trust, open communication, and recognizes the value of your contributions.

Respect - to work with a team that is accountable, reliable, and fully engaged.

Proactivity - to collaborate with solution-oriented individuals who strive for continuous improvement.

Career Growth - to find numerous learning opportunities for aspiring professionals.

Diversity - to join a diverse and community-focused organization that values enjoyment in the workplace.

Competitive Compensation - to receive more than just competitive wages and excellent benefits, as we prioritize the well-being of our team members.

As a condition of employment, Percepta requires all employees hired in the United States to successfully pass a background check and, depending on location and client program, a drug test. Percepta is an Equal Opportunity Employer.

Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever request payments or personal information such as bank account details from applicants during the recruitment process.

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