Company 100 - Westminster, CO
posted about 2 months ago
Trimble strives to continually improve our customer experience, ensuring that we put the customer and users at the center of all that we do. In order to achieve this, the Customer Success team focuses on our customer base to ensure deep adoption of our technologies, improving strong retention and growth in customer accounts across the globe. We are in an exciting part of our journey to grow and mature the Customer Success muscle at Trimble and are looking for an innovative Customer Onboarding Specialist to mature our Customer Onboarding practice and ensure our customers begin their journey with a great experience. Reporting to the Manager of Americas Customer Onboarding, you will play a crucial role in the initial stages of our customers' post-sale journey, ensuring a seamless transition and fostering strong, positive relationships through effective onboarding of our Trimble Construction One (TC1) platform. Your goal will be to foster positive customer relationships and drive product adoption. You will directly impact customer satisfaction and product adoption, contributing to the overall success and growth of our North American customer accounts. Customer Onboarding Specialists own the initial stages of a customer's post-sale journey with TC1. You will be responsible for working cross-functionally to ensure a comprehensive and efficient onboarding experience for our customers. You will execute onboarding plans for new customers, ensuring a smooth transition from initial signature to active product adoption and eventual hand-off to permanent Customer Success Managers (CSM). Personalizing the onboarding experience based on customer segmentation and subscription details will be key. You will create and maintain Success Plans in partnership with your customers to ensure goals/objectives and actions are properly understood and tracked. Additionally, you will look for ways to optimize the customer onboarding process, leveraging your expertise in customer success and project management to collaborate with cross-functional teams to deliver outstanding onboarding experiences. Monitoring metrics to measure the success of the onboarding process and customer adoption will be part of your responsibilities, along with reporting status updates to leadership on TC1 onboarding projects. You will 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. Identifying resources needed to help customers learn best practices and achieve better outcomes will also be part of your role, requiring you to work cross-functionally to find or develop those resources.