Chief Customer Officer (CCO)

Position Overview: Trimble is seeking an experienced and visionary Chief Customer Officer (CCO) to join our global construction software business segment, AECO (Architecture & Design, BIM & Engineering, Construction Management Solutions and Owner & Public Sector).

This newly created executive role will be pivotal in aligning and integrating all aspects of AECO post-sale customer-facing functions, including Professional Services, Customer Support, Customer Success and Renewals. Reporting directly to the AECO Segment Senior Vice President, the CCO will be responsible for driving customer-centric strategies, fostering deep customer relationships, implementing digital best practices, AI capabilities and ensuring the long-term success and satisfaction of our clients globally.

Key Responsibilities:

Strategic Leadership:

• Define and execute a unified post sale customer strategy across Professional Services, Customer Support, and Customer Success to ensure a seamless and exceptional customer experience.

• Ability to identify process gaps and revise as needed to meet current and future customer needs while focusing on strategic trade offs

• Collaborate closely with other executives stakeholders, including Sales, Marketing and Product, to align customer-focused initiatives with overall business objectives and revenue goals.

Customer Advocacy:

• Define and manage the optimal customer post sale experience for all buyers and users of Trimble AECO product capabilities.  This includes the development and management of consistent experiences across the AECO portfolio, from on-boarding and adoption through renewal or migration of solutions.

• Serve as the voice of the customer at the executive level, ensuring that customer insights and feedback influence company strategy, execution, and product development.

• Build a culture of customer obsession throughout the organization, empowering teams to prioritize customer needs.

• Develop a program to identify and grow customer advocates within a client

Operational Excellence:

• Develop innovative customer programs, including low touch self-help through to enterprise engagements, that are centered on customer satisfaction through proactive engagement that measures AECO “health” among installed customer base.

• Ensure the primacy of the AECO customer experience for all direct, indirect and digital support channels.

• Oversee and optimize Professional Services to ensure effective and efficient project delivery, implementation, and customer training and onboarding.

• Lead a world-class Customer Support team while leveraging AI agents and capabilities to deliver timely and high-quality resolution of customer issues while implementing scalable support processes.

• Utilize technology to drive innovative Customer Success initiatives to foster product adoption, prevent churn, capture price increases, execute on-time renewals, and deliver expansion opportunities across the customer base.

Data-Driven Decision Making:

• Develop and implement key performance metrics to track customer satisfaction, retention, and growth.

• Leverage analytics to identify trends, improve service delivery, and enhance the customer journey.

• Institute recurring Voice of the Customer (VoC) program to identify customer pain points and serve as the basis for improved customer engagement and product enhancements.

Team Leadership and Development:

• Analyze and report overall health of AECO customer engagement via Quarterly Business Reviews.

• Build and lead an efficient, high-performing, collaborative, and empowered customer organization.

• Mentor and develop leaders within Professional Services, Customer Support,  Customer Success and Renewals to achieve operational and strategic goals.

Global Impact:

• Ensure consistency and scalability of customer strategies across diverse international markets.

• Adapt and innovate approaches to address regional customer needs and cultural differences.

Qualifications:

• Proven track record as a senior executive leading customer-focused functions in a high-growth, global software or technology company at scale.

• 15+ years experience in customer success, technical s