Trimble Inc.
Manager, Major Accounts Customer Success Team
Trimble Inc., Westminster, Colorado, United States, 80031
Your Title:
Manager, Major Accounts Customer Success Team
Job Location:
Westminster, CO; Portland, OR; Remote - US
Our Department:
Construction Enterprise Solutions
Are you passionate about customer success and building strong partnerships? Join our Customer Success department with a mission to build, retain, and grow our valued customers.
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 exciting part of our journey to grow the Customer Success muscle at Trimble and are looking for a results-driven Manager of our Major Accounts Customer Success team to lead, coach and inspire a team of Major Accounts CSMs in our Americas region.
What You Will Do
Reporting to the Sr. Director of Customer Success, the Manager of Major Accounts Customer Success will be a first-level leader responsible to not only manage/coach the team but also design and build out processes for how we service the unique Major Accounts customer base that lives at the top of our customer pyramid. Major 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 Manager role is vital to establish and build best practices for a white glove customer base and create a mature customer engagement culture.
Manage a team of Major Accounts CSMs through coaching, delivering outcomes, and working cross-functionally across Trimble’s Construction sectorDevelop and own the Major Accounts Customer Success playbookLead your team to deliver outstanding experiences that drive strong customer adoption, value realization, retention, expansion, and referralsCoach 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 industryHire, coach and develop a group of high-performing team membersDemonstrate a strong working knowledge of Trimble’s construction solutions to enable the team to communicate the value of our products to our customersLead the team to increase product utilization and customer lifetime value through success plans, customer satisfaction, active listening and measuring health scoresLeverage reporting to develop data-driven insights on customer behaviorAct as a point of escalation by working with the customer and teams across the organization to solve problems and drive deeper engagementPartner with Customer Success leadership to identify and address gaps in existing processes, keeping customer and employee experience at the center of what we doDevelop metrics to measure the effectiveness of your CSMs in meeting department goalsGrow strong internal relationships across Sales, Support, Product, Professional Services and other departments to drive customer successWhat Skills & Experience You Should Bring
Minimum 1-2 years experience leading Customer Success teams in a recurring-revenue SaaS environmentMinimum 2-3 years of experience as a CSM or Account Manager in a SaaS companyProven leadership ability to coach, influence, develop, motivate and empower employees to achieve their best while maintaining high employee moraleProven experience driving software adoption, expansion, and building customer success best practicesIdeally looking for someone with deep understanding and experience in the Construction industry and a vision for solving its unique challengesBe a natural problem solver, who is committed to the development of your teamDemonstrable experience of setting stretch goals and coaching a team to attain and retain top performanceStrong understanding of high value touch points with customers, including Executive Business Reviews, that drive deeper customer engagementExcellent communication, presentation (written and oral), and organization skills a mustPositive, never fail attitudeProficiency in Salesforce and G-SuiteAbout Your Location
Under a flexible work arrangement, this resource primarily supports the Construction Enterprise Solutions (CES) Sector and ideally works in a hybrid environment, based primarily in either our Westminster office or our Portland office. In a hybrid role, you will work with your manager to establish a mutually agreeable schedule for your time worked in the office based on the position and the business need. Typically hybrid positions are 1-3 days per week, or 20%-60% of the month in the office.
About Our Construction Enterprise Solutions Sector
We are focused on bringing a unified business strategy around the following categories: Building Preconstruction, Project and Operations Management, Finance and Human Capital, and Digital Supply Chain. Our products and services in these categories comprise the majority of the offerings currently available on Trimble Construction One (TC1). Our goal is to deliver a unified TC1 offering to our customers, including connected workflows that enhance the profitability of our customers and drive our business growth. TC1 represents our customers' opportunity to embark on a digital transformation journey of their own. The advent of TC1 allows our customers to engage with more of Trimble’s capabilities in a streamlined and integrated way.
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
Pay Equity
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.
Bonus Eligible?
No
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.
Trimble is proud to be an equal opportunity employer. We welcome and embrace our candidates' diversity and take affirmative action to employ and advance individuals without regard to race, color, sex, gender identity or expression, sexual orientation, religion, age, physical or mental disability, veteran status, pregnancy (including childbirth or related medical conditions), national origin, marital status, genetic information, and all other legally protected characteristics. We forbid discrimination and harassment in the workplace based on any protected status or characteristic. A criminal history is not an automatic bar to employment with the Company, and we consider qualified applicants consistent with applicable federal, state, and local law. The Company is also committed to providing reasonable accommodations for individuals with disabilities, and individuals with sincerely held religious beliefs in our job application procedures. If you need assistance or an accommodation for your job, contact AskPX@px.trimble.com#J-18808-Ljbffr
Manager, Major Accounts Customer Success Team
Job Location:
Westminster, CO; Portland, OR; Remote - US
Our Department:
Construction Enterprise Solutions
Are you passionate about customer success and building strong partnerships? Join our Customer Success department with a mission to build, retain, and grow our valued customers.
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 exciting part of our journey to grow the Customer Success muscle at Trimble and are looking for a results-driven Manager of our Major Accounts Customer Success team to lead, coach and inspire a team of Major Accounts CSMs in our Americas region.
What You Will Do
Reporting to the Sr. Director of Customer Success, the Manager of Major Accounts Customer Success will be a first-level leader responsible to not only manage/coach the team but also design and build out processes for how we service the unique Major Accounts customer base that lives at the top of our customer pyramid. Major 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 Manager role is vital to establish and build best practices for a white glove customer base and create a mature customer engagement culture.
Manage a team of Major Accounts CSMs through coaching, delivering outcomes, and working cross-functionally across Trimble’s Construction sectorDevelop and own the Major Accounts Customer Success playbookLead your team to deliver outstanding experiences that drive strong customer adoption, value realization, retention, expansion, and referralsCoach 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 industryHire, coach and develop a group of high-performing team membersDemonstrate a strong working knowledge of Trimble’s construction solutions to enable the team to communicate the value of our products to our customersLead the team to increase product utilization and customer lifetime value through success plans, customer satisfaction, active listening and measuring health scoresLeverage reporting to develop data-driven insights on customer behaviorAct as a point of escalation by working with the customer and teams across the organization to solve problems and drive deeper engagementPartner with Customer Success leadership to identify and address gaps in existing processes, keeping customer and employee experience at the center of what we doDevelop metrics to measure the effectiveness of your CSMs in meeting department goalsGrow strong internal relationships across Sales, Support, Product, Professional Services and other departments to drive customer successWhat Skills & Experience You Should Bring
Minimum 1-2 years experience leading Customer Success teams in a recurring-revenue SaaS environmentMinimum 2-3 years of experience as a CSM or Account Manager in a SaaS companyProven leadership ability to coach, influence, develop, motivate and empower employees to achieve their best while maintaining high employee moraleProven experience driving software adoption, expansion, and building customer success best practicesIdeally looking for someone with deep understanding and experience in the Construction industry and a vision for solving its unique challengesBe a natural problem solver, who is committed to the development of your teamDemonstrable experience of setting stretch goals and coaching a team to attain and retain top performanceStrong understanding of high value touch points with customers, including Executive Business Reviews, that drive deeper customer engagementExcellent communication, presentation (written and oral), and organization skills a mustPositive, never fail attitudeProficiency in Salesforce and G-SuiteAbout Your Location
Under a flexible work arrangement, this resource primarily supports the Construction Enterprise Solutions (CES) Sector and ideally works in a hybrid environment, based primarily in either our Westminster office or our Portland office. In a hybrid role, you will work with your manager to establish a mutually agreeable schedule for your time worked in the office based on the position and the business need. Typically hybrid positions are 1-3 days per week, or 20%-60% of the month in the office.
About Our Construction Enterprise Solutions Sector
We are focused on bringing a unified business strategy around the following categories: Building Preconstruction, Project and Operations Management, Finance and Human Capital, and Digital Supply Chain. Our products and services in these categories comprise the majority of the offerings currently available on Trimble Construction One (TC1). Our goal is to deliver a unified TC1 offering to our customers, including connected workflows that enhance the profitability of our customers and drive our business growth. TC1 represents our customers' opportunity to embark on a digital transformation journey of their own. The advent of TC1 allows our customers to engage with more of Trimble’s capabilities in a streamlined and integrated way.
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
Pay Equity
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.
Bonus Eligible?
No
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.
Trimble is proud to be an equal opportunity employer. We welcome and embrace our candidates' diversity and take affirmative action to employ and advance individuals without regard to race, color, sex, gender identity or expression, sexual orientation, religion, age, physical or mental disability, veteran status, pregnancy (including childbirth or related medical conditions), national origin, marital status, genetic information, and all other legally protected characteristics. We forbid discrimination and harassment in the workplace based on any protected status or characteristic. A criminal history is not an automatic bar to employment with the Company, and we consider qualified applicants consistent with applicable federal, state, and local law. The Company is also committed to providing reasonable accommodations for individuals with disabilities, and individuals with sincerely held religious beliefs in our job application procedures. If you need assistance or an accommodation for your job, contact AskPX@px.trimble.com#J-18808-Ljbffr