Customer Onboarding Specialist

$53,212 - $58,000/Yr

Trimble - Lake Oswego, OR

Full-time - Entry Level

Lake Oswego, OR

Professional, Scientific, and Technical Services

About the position

As a Customer Onboarding Specialist at Trimble, you will play a pivotal role in enhancing the customer experience by ensuring a seamless transition for customers post-sale. Reporting to the Manager of Americas Customer Onboarding, your primary responsibility will be to facilitate the onboarding process for new customers utilizing the Trimble Construction One (TC1) platform. This role is crucial in fostering strong relationships with customers, driving product adoption, and ultimately contributing to customer satisfaction and retention. You will be at the forefront of our customers' journey, ensuring they receive personalized onboarding experiences tailored to their specific needs and subscription details. Your responsibilities will include executing onboarding plans that guide customers from the initial signature through to active product adoption, and eventually handing them off to a permanent Customer Success Manager (CSM). You will create and maintain Success Plans in collaboration with customers, ensuring that their goals and objectives are clearly understood and tracked. Additionally, you will be tasked with optimizing the onboarding process, leveraging your expertise in customer success and project management to collaborate with cross-functional teams. Monitoring key metrics to measure the success of the onboarding process and customer adoption will also be a critical part of your role, as will reporting status updates to leadership on TC1 onboarding projects. You will facilitate the collection of customer feedback, addressing potential issues promptly, and communicating any risks to cross-functional teams while defining resolutions. Identifying resources needed to help customers learn best practices and achieve better outcomes will be essential, and you will work collaboratively to find or develop those resources. This position is designed for someone who is passionate about customer success and is eager to make a significant impact on the customer onboarding experience at Trimble.

Responsibilities

• Execute onboarding plans for new customers, ensuring a smooth transition from initial signature to active product adoption and eventual hand-off to permanent CSM.
• Personalize the onboarding experience based on customer segmentation and subscription details.
• Create and maintain Success Plans in partnership with customers to ensure goals/objectives and actions are properly understood and tracked.
• Look for ways to optimize the customer onboarding process.
• Leverage expertise in customer success and project management to collaborate with cross-functional teams to deliver outstanding onboarding experiences.
• Monitor metrics to measure the success of the onboarding process and customer adoption.
• Report status updates to leadership on TC1 onboarding projects.
• Facilitate the collection of customer feedback and work with the team to address potential issues promptly.
• Communicate risks with cross-functional teams and own resolution definition.
• Identify resources needed to help customers learn best practices and achieve better outcomes, and work cross-functionally to find or develop those resources.

Requirements

• Graduate of Bachelor's program, or 1-2 years experience in Customer Success / Onboarding at a SaaS company in lieu of degree.
• Demonstrated ability to work effectively in a team and communicate with diverse groups.
• Strong project management skills.
• Experience developing and refining customer journeys in a SaaS environment.
• Strong work ethic, ability to work independently, self-motivated and team-oriented.
• Deep knowledge of Customer Success principles and best practices for onboarding clients.
• Ability to quickly adapt to new technologies and changing business requirements.
• Take high degree of ownership over workload.
• Commitment to delivering high-quality, customer-centric solutions and experiences.
• Strong communication, presentation (written and oral), and organization skills a must.
• Positive, never fail attitude.
• Proficiency in Salesforce.

Benefits

• Medical, Dental, Vision, Life, Disability insurance coverage.
• Time off plans and retirement plans.
• Tax savings plans for health, dependent care, and commuter expenses.
• Paid Parental Leave.
• Employee Stock Purchase Plan.