Strategic Customer Success Manager
Your Title: Strategic Customer Success Manager
Location: Remote-based within the continental USA
Our Department: Customer Success, N. A. Mobility, 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
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. Responsibilities include:
Establish proactive and strategic relationships with our highest level customers to understand, document and align client strategies and business outcomes.
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
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.
Utilize influence in both advocating for customers internally as well partnering with customers to change or adopt new business practices
Manage the customer experience, collaborating with internal teams and resources to ensure clients’ progress towards achieving their goals.
Be an internal advocate of the Customer Success philosophy and Customer Journey with Trimble Transportation and ensure it permeates across the organization
Responsive to customer contact via phone, email and internal communication tools
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.
Create and drive utilization of standard playbooks, templates and documentation to be used by the Customer Success team.
Ensure portfolio of accounts are renewal ready while driving expansion.
Maintain industry and technical knowledge by attending workshops, reviewing relevant publications, building your network and participating in professional organizations
Travel on demand (up to 25%)
What Skills And Experience You Should Bring
Bachelor’s Degree in a relevant field or equivalent related experience
7+ years 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
Executive presence with a strong consultative, presentation and relationship skills
Excellent written and verbal communication skills
Excellent organizational skills and experience managing competing priorities.
Comfortable with ambiguity and obstacles.
Proven ability and experience working with Executive and C-Level Teams.
Ability to facilitate and work cross-functionally with internal teams.
Experience with Google Suite, Salesforce
Preferred Skills And Experience
Industry recognized Customer Success certification
Experience utilizing a Customer Success platform (Gainsight, Totango, etc)
Demonstrated understanding of transportation best practices
Project management and/or ITIL experience
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’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.
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.
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.
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