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Strategic Customer Success Manager

Company

Trimble Inc.
Address Langley, British Columbia, Canada
Employment type FULL_TIME
Salary
Category Software Development
Expires 2023-07-24
Posted at 10 months ago
Job Description
Your Title: Strategic Customer Success Manager


Location: Remote-based with USA


Our Department: Customer Success, Trimble Transportation


Do you love working with customers and want to play a role in them experiencing high levels of success when using our products and solutions?


What You Will Do


Responsibilities Include


Customer Success Managers are responsible for ensuring Trimble Transportation customer’s have an incredible experience while achieving their desired objectives. Customer Success Managers build thriving partnerships with our clients, aligning customer business goals to an approach that maximizes value realization from Trimble Transportation products and solutions. The Customer Success role ensures high customer satisfaction levels, successful engagement with our products, increased retention and growth. While monitoring health and risk factors to ensure a strong partnership between customer and Trimble Transportation.
  • Travel on demand (up to 25%)
  • Monitor customer health and churn risk; run point on ensuring gaps are being addressed by the appropriate stakeholders internally to mitigate low health and/or at risk customers.
  • Maintain industry and technical knowledge by attending workshops, reviewing relevant publications, building your network and participating in professional organizations
  • Utilize influence in both advocating for customers internally as well partnering with customers to change or adopt new business practices
  • Ensure portfolio of accounts are renewal ready while driving expansion.
  • Establish proactive and strategic relationships with our highest level customers to understand, document and align client strategies and business outcomes.
  • Manage the customer experience, collaborating with internal teams and resources to ensure clients’ progress towards achieving their goals.
  • Responsive to customer contact via phone, email and internal communication tools
  • Create and drive utilization of standard playbooks, templates and documentation to be used by the Customer Success team.
  • Create and execute on Customer Success plans and Business Reviews with strategic accounts. Effectively discuss roadmap and future strategy with customers to ensure their technology is set to help them achieve these goals.
  • Deliver an engagement and communication strategy that focuses on meeting customer outcomes and creates client advocates that evangelize Trimble Transportation and drive new opportunities
  • Be an internal advocate of the Customer Success philosophy and Customer Journey with Trimble Transportation and ensure it permeates across the organization
  • Utilize experience in your portfolio of accounts to address process improvements within the Customer Success team at Trimble Transportation
  • Ability to utilize data in a predictive manner to better understand customers utilization, ROI and sentiment.
What Skills & Experience You Should Bring
  • Excellent written and verbal communication skills
  • Excellent organizational skills and experience managing competing priorities.
  • Bachelor’s Degree in a relevant field
  • Experience with Google Suite, Salesforce
  • 7+ years’ of progressive experience in customer success, account management, customer operations, client services or program management in a client facing capacity, with direct accountability for retention and expansion of customer accounts
  • Ability to facilitate and work cross-functionally with internal teams.
  • Proven ability and experience working with Executive and C-Level Teams.
  • Comfortable with ambiguity and obstacles.
  • Executive presence with a strong consultative, presentation and relationship skills
Preferred Skills
  • Project management and/or ITIL experience
  • Experience utilizing a Customer Success platform (Gainsight, Totango, etc)
  • Industry recognized Customer Success certification
  • Demonstrated understanding of transportation best practices
Our Company
Trimble Transportation is in business for optimizing the movement of freight by providing shippers and carriers both mobility, enterprise and visibility software tools they need to run their businesses more efficiently. As the leading provider of Transportation Management Software (TMS), Asset Management Software (AMS), and Fleet Management Software (FMS) we are devoted to propelling companies in the trucking industry toward increased efficiency, lower costs and optimize operations.
Trimble Transportation optimizes the movement of freight by providing shippers and carriers with mobility, enterprise and visibility solutions that operate their businesses more efficiently. As the leading provider of Transportation, Asset, and Fleet Management software, we are devoted to propelling companies in the trucking industry toward increased efficiency, lower costs, and optimized operations.
Trimble’s Inclusiveness Commitment
We believe in celebrating our differences. That is why our diversity is our strength. To us, that means actively participating in opportunities to be inclusive. Diversity, Equity, and Inclusion have guided our current success while also moving our desire to improve. We actively seek to add members to our community who represent our customers and the places we live and work.
We have programs in place to make sure our people are seen, heard, and welcomed and most importantly that they know they belong, no matter who they are or where they are coming from.
Pay Equity
Trimble provides the following compensation range and general description of other compensation and benefits that it in good faith believes it might pay and/or offer for this position. This compensation range is based on a full time schedule. Trimble reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, or federal law.
Hiring Range
0
0
Bonus Eligible?
Yes
Trimble offers comprehensive core benefits that include Medical, Dental, Vision, Life, Disability, Time off plans and retirement plans. Most of our businesses also offer tax savings plans for health, dependent care and commuter expenses as well as Paid Parental Leave and Employee Stock Purchase Plan.
Trimble is proud to be an equal opportunity employer. We welcome and embrace our
candidates' diversity and take affirmative action to employ and advance individuals
without regard to race, color, sex, gender identity or expression, sexual orientation,
religion, age, physical or mental disability, veteran status, pregnancy (including
childbirth or related medical conditions), national origin, marital status, genetic
information, and all other legally protected characteristics. We forbid discrimination and
harassment in the workplace based on any protected status or characteristic. A criminal
history is not an automatic bar to employment with the Company, and we consider
qualified applicants consistent with applicable federal, state, and local law.
The Company is also committed to providing reasonable accommodations for
individuals with disabilities, and individuals with sincerely held religious beliefs in our job
application procedures. If you need assistance or an accommodation for your job, contact
[email protected]