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Customer Implementation Manager

Location: 

San Francisco, CA, US

Company:  Goodyear

Requisition ID: 90458 
Sponsorship Available: No 
Relocation Assistance Available: No 

Goodyear. More Driven.

 

 

 

About the Position 
Goodyear is seeking a Customer Implementation Manager to support AndGo by Goodyear. AndGo by Goodyear is a seamless vehicle servicing platform from Goodyear that combines predictive software, skilled technicians, and trusted national care hubs making it easier to service connected fleets with reduced downtime and disruptions. AndGo operates in over 10 cities in the US, with plans to further expand in the US and globally.  This platform is positioned to generate revenue with today's customers (e.g., car sharing, ride hailing), while learning and building what's required to meet the needs of future vehicle types and customers (e.g., AVs).

 

This new role will be based in the U.S. and be tasked with: 

  • Onboarding new customers to ensure seamless launch
  • Advocating for customers to ensure their delight
  • Managing the growth and expansion of current customers
  • Serve as voice of the customer for product, growth, operations, and leadership teams
  • Contribute to the maintenance of customer success documentation 

 

Primary Responsibilities

Onboarding new customers to ensure seamless launch:

  • Coordinate with Growth team on requirements for new customers
  • Conduct onboarding planning with Operations team
  • Establish good communication with the customer to foster positive relationship

Advocating for customers to ensure their delight:

  • Communicate with customers on a routine basis
  • Monitor key performance indicators to verify service level agreements
  • Coordinate with growth and operations to ensure successful onboarding

Managing the growth and expansion of current customers:

  • Maintain customer success growth plan projections for each customer
  • Coordinate with customers to align services for new markets and fleet growth
  • Identify new service needs and coordinate service providers to meet the need 

Serve as voice of the customer for product, growth, operations and leadership teams:

  • Capture customer feedback as part of the customer management process
  • Develop ideas and solutions for key customer problems with other teams
  • Contribute to product roadmap planning as a customer advocate   

Contribute to the maintenance of customer success documentation:

  • Maintain customer success growth plan projections for each customer
  • Keep shared customer success documentation current   

 

Required Education and Experience 

  • Bachelor’s degree in engineering, marketing, economics, social sciences or similar required. 
    • MBA or MS desired
  • Required: 4+ years’ experience working in operations, innovation, or customer-facing roles, preferably in SaaS environment. 
    • Project Management Professional (PMP) desired

 

Skills and Abilities

  • Ability to be the face of the brand, handle high-pressure customer situations and communicate clearly and empathetically
  • Demonstrated organization skills enabling many channels of work simultaneously
  • Ability to contribute to a cross-functional team environment
  • Working knowledge of web platforms, database structure and data flows
  • Ability to travel 25-50% on average

 

#LI-DA2
#MO

 

Goodyear is one of the world’s largest tire companies. It employs about 72,000 people and manufactures its products in 55 facilities in 23 countries around the world. Its two Innovation Centers in Akron, Ohio and Colmar-Berg, Luxembourg strive to develop state-of-the-art products and services that set the technology and performance standard for the industry. For more information about Goodyear and its products, go to www.goodyear.com/corporate

Goodyear is an Equal Employment Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regards to that individual's race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender identity, age, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

 

If you need reasonable accommodation to complete the online application, or any other part of the employment process, please contact the Goodyear Candidate Care Line at 330.796.4500.

 

Click here for more information about Equal Employment Opportunity laws, and here for additional supplementary information. 

 


Nearest Major Market: San Francisco
Nearest Secondary Market: Oakland

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