Manager, Customer Success

Your Title: Manager, Customer Success

Job Location: Remote - US (Preferred to work Hybrid near Princeton, NJ, Oklahoma City, OK, or Cleveland, OH)

Our Department: Transportation

What You Will Do

The Manager of Customer Success Management provides mentorship, direction, and leadership to the Customer Success Management team. The Manager shall provide direction regarding all aspects of the team's success and is responsible for measuring and managing team performance. The Manager is also responsible for meeting or exceeding the departmental objectives. This individual should be detail-oriented, self-motivated, creative, and able to demonstrate leadership in challenging situations. This role is crucial in leading the effort to drive customer satisfaction, business growth, and customer retention.

• Be a leader in the development and utilization of data-driven customer insights.

• Inspire and innovate through the adoption of leading-edge technologies and approaches that drive customer delight.

• Foster a customer-centric culture within the department and lead that evolution in culture across the organization.

• Rally the team to achieve the vision of customer delight and drive processes that deliver on the organizational goals.

• Be a leader in the evolution of the CS team to be part of a larger, more cohesive organization, singularly focused on driving Trimble's success through customer success.

• Manage, mentor, and continually develop team members

• Participate in developing, improving, and monitoring customer health metrics that proactively address threats to customer satisfaction and retention.

• Collaborate with sales, product, and marketing teams to ensure a seamless customer experience.

• Manage customer escalations and work towards timely resolution for the customer, as well as predictive and preventative measures that improve our approach, eliminating future escalations.

• Lead and ensure continuous improvement and knowledge sharing.

• Be the voice of and advocate for the customer

• Drive resolutions for customers through cross-functional program leadership

What Skills & Experience You Should Bring

• Bachelor's degree or equivalent experience in account management.

• 3+ years' experience managing a team of customer success or account management professionals.

• Proficiency in using customer success platforms such as Totango and CRM tools like Salesforce.

• Highly organized and hardworking with a passion for customer success.

• Self-motivated with a demonstrated ability to manage multiple high-priority projects.

• Excels in a fast-paced, collaborative environment.

• Demonstrated experience in customer support and relationship building.

• Strong presentation skills for both large and small audiences.

• Excellent communication, interpersonal, and leadership skills.

• Comfortable delegating responsibilities to staff.

• On-demand light travel (<20% of time).

Preferred Skills:

• Experienced in using modern solutions such as AI to evolve the workplace

• Working in or managing in the technology or transportation industry

• Project management experience

• Financial statement analysis and budgeting

• Transportation-related certification (CTP, etc.)

About Our Transportation Division

Trimble Transportation empowers customers to optimize their operations. As a leading provider of Transportation, Fleet, and Asset Management Software, as well as commercial routing and mapping solutions, we focus on driving efficiency, reducing costs, and enhancing efficiency for transportation operations through the utilization of our on-premises, hosted, and Saas solutions.

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.

Trimble's Privacy Policy

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Trimble provides the following compensation range and general description of other compensation and benefits that it in good faith believes it might pay and/or offer for this position. This compensation range is based on a full time schedule. Trimble reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant's sex or other status protected by local, state, or federal law.

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Bonus Eligible?

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Trimble offers comprehensive core benefits that include Medical, Dental, Vision, Life, Disability, Time off plans and retirement plans. Most of our businesses also offer tax savings plans for health, dependent care and commuter expenses as well as Paid Parental Leave and Employee Stock Purchase Plan.

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