Sr. Manager, Global Strategic Accounts Customer Success

Trimble Inc.•Lake Oswego, OR

20h

About The Position

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 ensures deep adoption of our technologies, improving strong retention and growth in customer base across the globe. We are in an an exciting part of our journey to grow the Customer Success muscle at Trimble and are looking for a results-driven Sr Manager of our Strategic Accounts Customer Success team to lead, coach and inspire a team of CSMs that manager our global Strategic Accounts. Reporting to the VP of Customer Success, the Sr Manager of Global Strategic Accounts Customer Success will be an executive leader responsible to not only manage/coach the team but also design and build out processes for how we service the unique Strategic Accounts customer base that lives at the top of our customer pyramid. Strategic Accounts CSMs coordinate the post-sale experience for Trimble Construction One (TC1) Enterprise customers by driving product adoption, aligning resources, developing success plans, proactively mitigating risk, and enabling customers to achieve their desired outcomes. This senior level role is vital to establish and build best practices for a white glove customer base and create a mature customer engagement culture.

Requirements

Minimum 3-5 years experience as a Senior Leader in Customer Success in a recurring-revenue SaaS environment
Experience building out a Customer Success strategy at the Executive level; strong Executive presence and accountability for driving results
Proven leadership ability to coach, influence, develop, motivate and empower employees to achieve their best while maintaining high employee morale
Proven experience driving software adoption, expansion, and building customer success best practices
Demonstrable experience of setting stretch goals and coaching a team to attain and retain top performance
Strong understanding of high value touch points with customers, including Executive Business Reviews, that drive deeper customer engagement
Excellent communication, presentation (written and oral), and organization skills a must
Positive, never fail attitude
Proficiency in Salesforce and G-Suite

Nice To Haves

global experience preferred
Experience in the Construction industry and a vision for solving its unique challenges is preferred

Responsibilities

Manage a team of Strategic Accounts CSMs globally through coaching, delivering outcomes, and working cross-functionally across Trimble’s Construction sector
Develop and own the Strategic Accounts Customer Success playbook
Lead your team to deliver outstanding experiences that drive strong customer adoption, value realization, retention, expansion, and referrals
Coach team on genuine and positive customer engagement methodologies, including monthly check-ins, substantive Executive Business Reviews, and developing demonstrable knowledge of customer’s business, goals, and industry
Hire, coach and develop a group of high-performing team members
Demonstrate a strong working knowledge of Trimble’s construction solutions to enable the team to communicate the value of our products to our customers
Lead the team to increase product utilization and customer lifetime value through success plans, customer satisfaction, active listening and measuring health scores
Leverage reporting to develop data-driven insights on customer behavior
Act as a point of escalation by working with the customer and teams across the organization to solve problems and drive deeper engagement
Partner with Professional Services, Sales, Customer Success, Product and Support leadership to identify and address gaps in existing processes, products, implementations, etc. keeping customer and employee experience at the center of what we do
Develop metrics to measure the effectiveness of your CSMs in meeting organizational goals
Grow strong internal relationships across Sales, Support, Product, Professional Services and other departments to drive customer success