Customer Success Manager

Your Title: Customer Success Manager

Job Location: Westminster, CO;

Our Department: Construction Enterprise Solutions

Do you love working with customers to build strong partnerships, drive adoption of SaaS solutions, and ultimately ensure the customer realizes value from their investment and grows with you?

The Customer Success department’s mission is to build, retain and grow our customers.  We do this as a liaison for our valued customers to ensure they are set up for success. We are hiring for a Customer Success Manager for Trimble’s Construction sector and are searching for a creative CSM who is proactive, highly driven, and experienced in Customer Success and/or Account Management. Come join us!

What You Will Do

The Customer Success Manager will focus on empowering the success of their assigned portfolio of customers, with the goal of retaining and growing customers by ensuring a high level of customer engagement and satisfaction. This CSM will be expected to properly convey value propositions, be the permanent point of contact and internal champion for the customer across all internal Trimble product lines, and drive adoption and utilization of their solutions.

• Coordinate the post-sale experience for Trimble Construction customers, enabling them to achieve their desired outcomes and be successful
• Develop and demonstrate a strong working knowledge of Trimble’s Construction solutions and communicate the value of our products to our customers
• Build and document deep understanding of your customers and their business needs, goals, and challenges
• Actively foster the success of your assigned book of business through business value conversations, active listening, business reviews, and customer adoption planning
• Own and maintain account success plans in collaboration with customer, including product utilization / rollout strategy
• Execute proactive customer reviews to assess overall customer health, system utilization, current goals, value opportunities, and customer churn threats
• Grow and expand customer product adoption and revenue
• Identify risk as well as growth/expansion opportunities for the Account Sales Rep to pursue
• Identify and partner with cross-functional teams and SMEs to identify product improvements, customer needs, industry trends, market activities, and competitors
• Handle incoming reactive Customer Success situations across the customer base

What Skills & Experience You Should Bring

• Must have 2+ years of Customer Success or account management experience in a SaaS company - ideally in ERP, construction technologies, or related applications
• Emotional intelligence - employ active listening to understand root cause of issues and how to identify solutions that meet the customer's needs
• Experience developing strategies and success plans on assigned accounts to fully realize value of technology solutions
• Executive presence - You know how to build positive trusted relationships with decision makers, executive sponsors and end users
• Proven ability to work cross-functionally to represent the Voice of the Customer
• Exceptional communication and presentation skills (both written and verbal)
• Highly organized and self-directed with proven ability to manage and prioritize multiple tasks in a fast-paced environment
• Be innovative, persuasive, creative, and have a genuine curiosity in the customer’s business  
• Goal and results-oriented, optimistic, embraces change and leads with a growth mindset
• Proficiency in Salesforce and G-Suite highly preferred, Gainsight nice to have

About 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 (near Denver) 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 emba