Job Information
Percepta Ford Pro Account Lead in Dearborn, Michigan
Description
At Percepta, we bring first-class service across each market we support. As a Ford Pro Account Lead in Dearborn, MI, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.
What You’ll Be Doing
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.
During a Typical Day, You’ll
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.
- Mange 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
What You Bring to the Role
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:
o Fleet Management
o 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.
About Percepta
Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.
Our values are the heartbeat of our organization, and we live, breathe, and play by them every day . As a Percepta team member, you can expect:
Culture of Service – to be treated like you are the customer from day one
Teamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value of your contributions.
Respect – a team that is accountable, dependable and gives you their full attention.
Proactive – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization.
Career Growth – lots of learning opportunities for aspiring minds
Diversity – be a part of our growing diverse and community-minded organization that is all about having fun!
Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.
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 ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.
#LI-Onsite
Primary Location: US-MI-Dearborn
Req ID: 03Y9K
