Retention & Churn Specialist - Ford Pro Solutions - Ford Motor Company
Charleston, WV
About the Job
We are the movers of the world and the makers of the future. We get up every day, roll up our sleeves and build a better world -- together. At Ford, we’re all a part of something bigger than ourselves. Are you ready to change the way the world moves?
Ford Pro is a new global business within Ford committed to commercial customer productivity. Ford Pro delivers a work-ready suite of vehicles, accessories and services for virtually every vocation, backed by technology and engineered for uptime. A true one-stop shop, we offer a full portfolio of electrified and internal combustion vehicles designed to integrate seamlessly with the Ford Pro ecosystem, helping customers' businesses thrive today and into the new era of electrification.
In this position...
The Retention and Churn Specialist will play a crucial role in identifying and addressing customer churn within Ford Pro Solutions, ensuring customer satisfaction, and driving long-term retention and value of our fleet management software and services. This position will provide you with invaluable experience in the automotive technology sector, focusing on customer success, data analysis, and communication within a large, established organization.
What You’ll Do…
+ Track and analyze customer churn data: Monitor key metrics such as customer lifetime value (CLTV), churn rate, and feature usage within Ford Pro's software platform. Identify trends and pinpoint the root causes of customer attrition, leveraging data from various sources (e.g., CRM, usage data, customer feedback).
+ Develop and implement retention strategies: Collaborate with the Ford Pro Solutions team (product, sales, marketing, and customer support) to develop and implement proactive strategies aimed at reducing churn and enhancing customer loyalty. This includes identifying at-risk accounts and developing tailored intervention plans.
+ Engage with at-risk customers: Proactively reach out to customers exhibiting churn signals through various channels (e.g., phone, email, in-app messaging). Conduct thorough needs assessments, address concerns, and propose solutions to improve customer satisfaction and retention.
+ Develop customer success plans: Collaborate with customers to create personalized plans that maximize their utilization of Ford Pro's software and services, aligning their goals with the platform's capabilities.
+ Provide feedback and insights: Share data-driven insights and feedback with cross-functional teams to inform product development, customer service improvements, and targeted marketing campaigns.
+ Stay up-to-date on industry best practices: Continuously research and learn about the latest trends and techniques in customer retention, fleet management, and the automotive technology sector.
You'll have...
+ 3+ years of experience in a customer service or customer retention role.
+ 3+ years of experience using Microsoft Office Suite and CRM software - Salesforce.
+ 2+ years of experience working with at risk customers.
Even better, you may have...
+ 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.
+ SaaS, Telematics, or Charging experience is a big plus.
+ Ability to understand and action customer health data.
You may not check every box, or your experience may look a little different from what we've outlined, but if you think you can bring value to Ford Motor Company, we encourage you to apply!
As an established global company, we offer the benefit of choice. You can choose what your Ford future will look like: will your story span the globe, or keep you close to home? Will your career be a deep dive into what you love, or a series of new teams and new skills? Will you be a leader, a changemaker, a technical expert, a culture builder…or all of the above? No matter what you choose, we offer a work life that works for you, including:
+ 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.
For more information on salary and benefits, click here: https://fordcareers.co/GSRnon-HTHD
This position is a range of salary grades 5-8 .
Visa sponsorship is not available for this position.
Candidates for positions with Ford Motor Company must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire.
We are an Equal Opportunity Employer committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status. In the United States, if you need a reasonable accommodation for the online application process due to a disability, please call 1-888-336-0660.
#LI-Remote #LI-CD1
Requisition ID : 37364
Ford Pro is a new global business within Ford committed to commercial customer productivity. Ford Pro delivers a work-ready suite of vehicles, accessories and services for virtually every vocation, backed by technology and engineered for uptime. A true one-stop shop, we offer a full portfolio of electrified and internal combustion vehicles designed to integrate seamlessly with the Ford Pro ecosystem, helping customers' businesses thrive today and into the new era of electrification.
In this position...
The Retention and Churn Specialist will play a crucial role in identifying and addressing customer churn within Ford Pro Solutions, ensuring customer satisfaction, and driving long-term retention and value of our fleet management software and services. This position will provide you with invaluable experience in the automotive technology sector, focusing on customer success, data analysis, and communication within a large, established organization.
What You’ll Do…
+ Track and analyze customer churn data: Monitor key metrics such as customer lifetime value (CLTV), churn rate, and feature usage within Ford Pro's software platform. Identify trends and pinpoint the root causes of customer attrition, leveraging data from various sources (e.g., CRM, usage data, customer feedback).
+ Develop and implement retention strategies: Collaborate with the Ford Pro Solutions team (product, sales, marketing, and customer support) to develop and implement proactive strategies aimed at reducing churn and enhancing customer loyalty. This includes identifying at-risk accounts and developing tailored intervention plans.
+ Engage with at-risk customers: Proactively reach out to customers exhibiting churn signals through various channels (e.g., phone, email, in-app messaging). Conduct thorough needs assessments, address concerns, and propose solutions to improve customer satisfaction and retention.
+ Develop customer success plans: Collaborate with customers to create personalized plans that maximize their utilization of Ford Pro's software and services, aligning their goals with the platform's capabilities.
+ Provide feedback and insights: Share data-driven insights and feedback with cross-functional teams to inform product development, customer service improvements, and targeted marketing campaigns.
+ Stay up-to-date on industry best practices: Continuously research and learn about the latest trends and techniques in customer retention, fleet management, and the automotive technology sector.
You'll have...
+ 3+ years of experience in a customer service or customer retention role.
+ 3+ years of experience using Microsoft Office Suite and CRM software - Salesforce.
+ 2+ years of experience working with at risk customers.
Even better, you may have...
+ 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.
+ SaaS, Telematics, or Charging experience is a big plus.
+ Ability to understand and action customer health data.
You may not check every box, or your experience may look a little different from what we've outlined, but if you think you can bring value to Ford Motor Company, we encourage you to apply!
As an established global company, we offer the benefit of choice. You can choose what your Ford future will look like: will your story span the globe, or keep you close to home? Will your career be a deep dive into what you love, or a series of new teams and new skills? Will you be a leader, a changemaker, a technical expert, a culture builder…or all of the above? No matter what you choose, we offer a work life that works for you, including:
+ 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.
For more information on salary and benefits, click here: https://fordcareers.co/GSRnon-HTHD
This position is a range of salary grades 5-8 .
Visa sponsorship is not available for this position.
Candidates for positions with Ford Motor Company must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire.
We are an Equal Opportunity Employer committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status. In the United States, if you need a reasonable accommodation for the online application process due to a disability, please call 1-888-336-0660.
#LI-Remote #LI-CD1
Requisition ID : 37364
Source : Ford Motor Company
