Project Manager, Client Implementation - Fleet Management

Ford - Springfield, IL

Full-time - Mid Level

Springfield, IL

Transportation Equipment Manufacturing

About the position

At Ford Motor Company, we are committed to building a better world through innovation and collaboration. As part of the Ford Pro Fleet Team, you will play a crucial role in providing sales and service support for our commercial fleet customers. This position focuses on managing the onboarding process for new fleet customers, ensuring they receive comprehensive training on how to effectively utilize Ford Pro Fleet Software & Services. You will be the primary contact for these customers during their onboarding stage, providing them with updates on new features and identifying opportunities to educate them about additional products offered by the Ford Pro Team. Your responsibilities will include assisting customers in maximizing the value they receive from our products and services. This involves monitoring their usage, offering training on underutilized functionalities, and supporting the invoicing and collections processes. You will also provide valuable insights to the management team regarding customer experiences, preferences, and suggestions for new functionalities that could enhance their fleet management capabilities. Additionally, you will be responsible for escalating customer concerns, tracking open issues, and driving them to resolution, ensuring a seamless experience for our clients. As part of your role, you will also assist with the launch of new Ford Pro and Ford Pro Intelligence product offerings, ensuring that existing fleet customers are well-informed and supported throughout the transition. This position requires a proactive approach, strong organizational skills, and the ability to thrive in a fast-paced, collaborative environment. You will be instrumental in shaping the future of fleet management at Ford, contributing to our mission of enhancing customer productivity and satisfaction.

Responsibilities

• Manage new fleet customer onboarding, including assistance with initial product setup and training on how to use Ford Pro Fleet Software & Services.
• Act as primary contact for fleet customers during the onboarding stage, providing updates on new features or functionality and identifying opportunities to educate customers on other products offered by the Ford Pro Team.
• Assist customers with maximizing the value that they receive from the products and services being delivered, monitoring usage, and offering training on functionality not being utilized by the fleet customer.
• Support overall Ford Pro invoicing and collections processes, including credit approval, invoicing, and initial notification of outstanding balances.
• Provide management team with insights into how customers are using programs, including feedback on what they like, don't like, and suggestions for new functionality.
• Escalate customer concerns and maintain tracking of open issues, driving them to resolution.
• Assist with the launch of new Ford Pro and Ford Pro Intelligence product offerings with existing fleet customers.

Requirements

• 3+ years of Fleet Management experience required.
• 3+ years of onboarding and implementation of new clients experience required.
• 3+ years of experience with Microsoft Office, especially Microsoft Excel.
• 1+ years of experience with Project Management Software, such as Smartsheet, Monday, Asana, or similar.

Nice-to-haves

• Bachelor's degree preferred.
• Prior account management experience preferred.
• Prior sales or service contact experience with Dealers and/or Commercial Fleet customers is beneficial but not required.
• Prior experience working in the Fleet Management Space.
• Familiarity with Salesforce and Microsoft Dynamics CRM is beneficial but not required.
• Highly motivated, self-starter with ability to think creatively and operate in a dynamic environment.
• Very detail-oriented and highly organized.
• Strong interpersonal skills for building relationships with clients and effectively communicating with the sales team.
• Comfortable working without assigned swim lanes in a fast-paced, highly collaborative environment.
• Ability to identify business needs and effectively communicate them to a product development team.
• Courageous and persuasive in pursuit of doing what's right for the customer and the business.

Benefits

• Immediate medical, dental, vision and prescription drug coverage
• Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up child care and more
• Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, and more
• Vehicle discount program for employees and family members and management leases
• Tuition assistance
• Established and active employee resource groups
• Paid time off for individual and team community service
• A generous schedule of paid holidays, including the week between Christmas and New Year's Day
• Paid time off and the option to purchase additional vacation time.