Job Description

Job Description

Customer Success Managers are responsible for ensuring Trimble Transportation customers 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, and increased retention and growth while monitoring health and risk factors to ensure a strong partnership between customers and Trimble Transportation. Responsibilities include

• Establish proactive and strategic relationships with customers to understand, document, and align client strategies and business outcomes.
• Create and execute Customer Success plans and Business Reviews with an assigned portfolio of customers
• 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 as partnering with customers to change or adopt new business practices
• Manage the customer experience, collaborating with internal teams and resources to ensure clients’ progress toward 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
• Ensure the portfolio of accounts is renewal ready while driving expansion.
• Responsive to customer contact via phone, email, and internal communication tools
• Travel on demand (up to 15%)

What Skills And Experience You Should Bring

• 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 written and verbal communication skills
• Excellent organizational skills and experience managing competing priorities
• Experience working with Executive and C-Level Teams
• Ability to facilitate and work cross-functionally with internal teams.
• Experience with Google Suite, Salesforce
• Able to travel up to 15%

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 experience
• Prior experience with data modeling and predictive analytics

About Our Transportation Sector

Trimble Transportation is in business for optimizing the movement of freight by providing shippers and carriers with 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.

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