Ford Pro Account Lead

Overview

At Percepta, we bring first-class service across each market we support. As a Ford Pro Account Lead in Dearborn, MI, you’ll be part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

The Ford Pro Account Lead is directly responsible to manage the Ford Pro Business Relationship. This role will lead the Ford Pro Business Center and Operation Team who will provide premium customer support, knowledge and expertise to clients and assist them with managing their Fleets and the data around their Fleet Vehicles. Responsibilities may include sales support and participating in new business assessment and/or requirement gathering engagements.

The Ford Pro Account Lead is responsible for developing and managing client account strategy and relationship to establish the Ford Pro Program into their Fleet Operations.

• Build Customer relationship to exceed their needs and deliver additional Ford Pro product offerings as needed. Capable of effectively facilitating customer meetings and training sessions.
• Developing and executing detailed oriented project plans and deliverables.
• Complete training courses as directed by Operations and/or Training.
• Day to Day managing of Customers Accounts as the Single Point of Contact (SPOC) and
• Maintaining stellar relationship with Clients, Ford Pro Cross Functional Team Members and key stakeholders within Ford Mobility.
• Manage new customers onboarding needs, from contract signing to assistance with product education ensuring that customer metrics/targets are being achieved.
• Lead vehicle connectivity for customer to ensure fleet performance while maintaining the accurate fleet counts.
• Be the conduit of communication for the Ford Pro Business Center to Ford Pro Sales with onboarding steps.
• Escalate onboarding concerns and keeping the SAR Team up to date on the progression of Client Relationships.
• Provide Voice of the Customer Feedback on Ford Pro Products (functionality and customer’s needs) to the Ford Pro Engineers and Development Team.
• Month end invoicing and billing support as needed.
• Monitor Contract Management reports in CRM and support resolutions.
• Maintain clear, concise files of appropriate documents

Education

• High school diploma required (Associates degree or college degree preferred)

Experience

• 2+ years of Operational management experience within a call center production environment strongly preferred.
• Experience with senior and executive level management communications and formal presentation delivery
• Previous experience focused on:
  Fleet Management;
  Automotive Industry, Technology and Telematics
• Experience with project management and word processing software, spreadsheet and flowcharting applications (MS Project, MS Office, Excel and Visio) preferred.

Skills

• Communication:
• Relates well to all types of people and possesses the ability to work across all levels of an organization. Builds constructive, trust based effective relations. Uses diplomacy and tact. Diffuses high-tension situations comfortably.
• Possesses strong ability to influence and exert tactful influence.
• Presents a professional and polished image.
• Makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure; able to make both quick and high-quality decisions based upon a mixture of analysis, wisdom, experience and judgment.
• Problem solving skills, multi-tasker
• Excellent written, verbal and listening skills
• Ability to work well and build relationships with all levels of the organization
• Excellent organizational, time management and strong problem-solving skills
• Logical thinker
• Proven ability to work in a fast-paced environment, highly motivated, self-starter
• Works well independently and in a team environment, ability to identify business needs and effectively communicate needs to an IT organization

Other

• Must effectively support varied time zones as required based on business need
• Hours of operation 8 am to 8 pm, Monday to Friday.

Established in 2000, Percepta has contact centers across the globe that proudly…