Customer Success Manager

Job Description

Title: Customer Success Manager, National
Location: Minnetonka, MN
Department: Trimble Transportation Mobility (TTM)Position Overview:
The Transportation Mobility Division of Trimble exists to make the roads safer, greener and better for everyone. Our employees bring this to life through imagination, teamwork and a true passion to disrupt the status quo and drive the future of the industry. By using innovative thinking and technology, we create software solutions that protect fleet drivers and the people out on the road. We share a relentless ambition to find new ways to improve a fleet’s bottom line while making the world a greener place. Join some of the most brilliant minds in the transportation field, working together, to make a difference for our customers and the communities we serve.This is an exciting role that will help create bonds with our TTM customers and will fuel customer success, retention, growth, renewal, and advocacy. We strive for our customers to realize success and transform their business through the adoption of our TTM solutions. The Customer Success Manager is responsible for the satisfaction, retention, and health of customer accounts. Success in the role will require excellent communication, influence, facilitation, and organizational skills to collaborate effectively with TTM’s customers and internal business partners. In addition, the Customer Success Manager will work to anticipate customer concerns or challenges proactively and implement or create best practices to address them.40%: Orchestrating Customer Success

• The primary point of communication for account-level operational support at TTM for partner accounts
• Deliver desired outcomes and own their customer experience with TTM solutions
• Orchestrate multiple accounts throughout their entire lifecycle, ensuring customer success milestones are hit during adoption and growth
• Lead facilitator for all regular customer meetings
• Participate in Quarterly Business Reviews; quantifying value; calculating and communicating ROI
• Responsible for planning and implementing strategies around lifecycle management and expected outcomes
• Coach customers on best practices and work to achieve success with the TTM solution
• Ensure any customer issues are resolved quickly and act as the primary escalation point
• Responsible for owning the customer's issue through to resolution
• Management of action lists and retention efforts
• Ability to manage, coordinate, and facilitate project management in conjunction with the customer to achieve customer success milestones

30%: Growing Customer Success

• Drive growth and adoption of TTM products and platforms
• Monitor and influence product usage, customer engagement and satisfaction
• Partner with Account Management and field sales colleagues to implement growth strategies within targeted accounts

30%: Collaborating on Customer Success

• Advocate on behalf of the customer, quarterbacking the Voice of the Customer
• Work closely with product and development owners to communicate customer enhancement requests and other value-driven product feedback
• Facilitate internal meetings and cross-functional, solution-driven efforts related to assigned customer portfolio
• Travel on demand (up to 25%)

Required Skills:

• 2+ years’ experience in a professional capacity
• 5+ years of relationship-building across organizations from C-level to end-user
• Excellent communication and interpersonal skills with a knack for building strong internal and external relationships
• Demonstrate strategic process thinking to achieve end results
• Demonstrated understanding of telematics best practices for large transportation fleets
• Demonstrated critical problem solving and influencing skills
• Highly organized and strong ability to prioritize tasks to completion
• Excellent written and oral communication skills
• Deep passion for making others successful
• Experience with Salesforce, or other CRM, Customer Success or Practice Management application
• Google Tools (Gmail, sheets, docs, drive, etc.)
  

Preferred Skills:

• Demonstrated understanding of telematics best practices for large transportation fleets
• Operational account management success
• Project management experience
• CTP – Certified Transportation Professional
  

Trimble Inc. is proud to be an Equal Opportunity and Affirmative Action Employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, status as a covered veteran in accordance with applicable federal, state and local laws, or any other protected factor. EOE/M/F/V/D
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