Strategic Services Manager

Trimble Inc.•San Diego, NV

2d•$99,600 - $137,000•Hybrid

About The Position

Trimble Transportation is transforming the global supply chain through intelligent, connected technology and workflows that are rooted in industry standard commercial maps and data. At the intersection of the physical and digital worlds, Trimble Transportation offers SaaS, web, mobile and installed solutions that improve efficiency, promote safety, optimize utilization, and enable collaboration. From planning to delivery, we provide cutting edge procurement, transportation management, mapping, routing, dispatch, navigation, location, fleet management, ELD compliance and asset maintenance solutions. Strategic Services Team Members are responsible for proactively engaging with at-risk customers to ensure their success and retention. They will act as the single point of contact for clients during critical engagement periods, working to mitigate risks and identify opportunities for growth. This role requires excellent communication skills, as you will be working directly with customers and internal teams on a daily basis. It is a fast-paced environment that requires collaboration with various stakeholders and technical specialists across a wide range of technologies and environments. In this high-impact role, you will serve as the trusted advisor for key strategic accounts, steering critical recovery efforts and directly shaping client retention strategies while leveraging cutting-edge transportation management solutions.

Requirements

Bachelor’s Degree in a relevant field or equivalent years of experience.
3+ years of progressive experience in customer success, account management, customer operations, client services, or program management in a client-facing capacity.
Executive presence with strong consultative, presentation, and relationship skills.
Excellent written and verbal communication skills.
Excellent organizational skills and experience managing competing priorities.
Comfortable with ambiguity and obstacles.
Proven ability and experience working with Executive and C-level teams.
Ability to facilitate and work cross-functionally with internal teams.
Demonstrated understanding of transportation best practices.
Project management and/or ITIL experience.

Responsibilities

Engage with at-risk customers to mitigate churn risk and drive retention.
Establish and/or repair strategic relationships with at-risk customers to understand, document, and align client strategies and business outcomes.
Develop and execute recovery plans to get customers back on track, including creating and executing Customer Success plans.
Develop methods to identify customer risk indicators and create proactive plans to mitigate them.
Provide best practice recommendations and continuous optimization to drive continued utilization and optimization of Trimble solutions.
Deliver an engagement and communication strategy that focuses on meeting customer outcomes and creating client advocates.
Monitor customer health and churn risk; ensure appropriate stakeholders address gaps to mitigate low health and/or at-risk customers.
Provide high-level oversight of customer strategic initiatives.
Advocate for customers internally and partner with customers to change or adopt new business practices.
Collaborate with internal teams and resources to ensure clients’ progress toward achieving their goals.
Utilize experience to assist in establishing and continuously improving Customer Success processes.
Use data in a predictive manner to better understand customer utilization, ROI, and sentiment.
Create and drive utilization of standard playbooks, templates, and documentation for the Strategic Services team.
Maintain industry and technical knowledge by attending workshops, reviewing relevant publications, building your network, and participating in professional organizations.