Customer Success Manager

About the position

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

• Establish proactive and strategic relationships with customers to understand, document, and align client strategies and business outcomes.
• 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 the appropriate stakeholders are addressing gaps internally to mitigate low health and/or at risk customers.
• Manage the customer experience, collaborating with internal teams and resources to ensure clients’ progress toward achieving their goals.
• Responsive to customer contact via phone, email, and internal communication tools.
• Travel on demand (up to 15%)

Requirements

• Bachelor’s Degree or 5+ 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.
• Strong consultative, presentation and relationship skills.
• Excellent communication and organizational skills, managing competing priorities.
• Experience working with Executive and C-Level Teams.
• Google Suite, Salesforce.

Nice-to-haves

• Industry recognized Customer Success certification.
• Experience utilizing a Customer Success platform (Gainsight, Totango, etc).
• Understanding of transportation best practices.
• Project management experience.
• Experience with data modeling and predictive analytics.

Benefits

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