Retention & Churn Specialist - Ford Pro Solutions

Ford - Indianapolis, IN

Full-time - Mid Level

Indianapolis, IN

Transportation Equipment Manufacturing

About the position

The Retention and Churn Specialist at Ford Pro plays a vital role in enhancing customer satisfaction and reducing churn within the fleet management software and services. This position focuses on data analysis, customer engagement, and collaboration with various teams to develop effective retention strategies, ensuring long-term value for customers.

Responsibilities

• Track and analyze customer churn data, monitoring key metrics such as customer lifetime value (CLTV), churn rate, and feature usage.
• Develop and implement retention strategies in collaboration with product, sales, marketing, and customer support teams.
• Engage with at-risk customers through various channels to address concerns and propose solutions.
• Develop personalized customer success plans to maximize utilization of Ford Pro's software and services.
• Provide data-driven insights and feedback to cross-functional teams for product development and marketing campaigns.
• Stay updated on industry best practices in customer retention and fleet management.

Requirements

• 3+ years of experience in a customer service or customer retention role.
• 3+ years of experience using Microsoft Office Suite and CRM software, specifically Salesforce.
• 2+ years of experience working with at-risk customers.

Nice-to-haves

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Strong analytical skills with the ability to interpret data and identify trends.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Passion for customer success and a desire to learn and grow in a fast-paced environment.
• Experience in SaaS, Telematics, or Charging is a big plus.
• Ability to understand and action customer health data.

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
• Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments
• Vehicle discount program for employees and family members
• 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.