Customer Onboarding Specialist

Job Title: Customer Onboarding Specialist

Department: Customer Success

Location: Westminster, CO

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 focuses on our customer base to ensure deep adoption of our technologies, improving strong retention and growth in customer accounts across the globe. We are in an exciting part of our journey to grow and mature the Customer Success muscle at Trimble and are looking for an innovative Customer Onboarding Specialist to mature our Customer Onboarding practice and ensure our customers begin their journey with a great experience.

What You Will Do

Reporting to the Manager of Americas Customer Onboarding, you will play a crucial role in the initial stages of our customers' post-sale journey, ensuring a seamless transition and fostering strong, positive relationships through effective onboarding of our Trimble Construction One (TC1) platform. Your goal will be to foster positive customer relationships and drive product adoption. You will directly impact customer satisfaction and product adoption, contributing to the overall success and growth of our North American customer accounts. Customer Onboarding Specialists own the initial stages of a customer’s post-sale journey with TC1. You will be responsible for working cross-functionally to ensure a comprehensive and efficient onboarding experience for our customers. 

• Execute onboarding plans for new customers, ensuring a smooth transition from initial signature to active product adoption and eventual hand-off to permanent CSM

• Personalize the onboarding experience based on customer segmentation and subscription details.

• Create and maintain Success Plans in partnership with your customers to ensure goals/objectives and actions are properly understood and tracked

• Look for ways to optimize the customer onboarding process

• Leverage your expertise in customer success and project management to collaborate with cross-functional teams to deliver outstanding onboarding experiences

• Monitor metrics to measure the success of the onboarding process and customer adoption

• Report status updates to leadership on TC1 onboarding projects

• Facilitate the collection of customer feedback and work with the team to address potential issues promptly

• Communicate risks with cross-functional teams and own resolution definition

• Identify resources needed to help customers learn best practices and achieve better outcomes, and work cross functionally to find or develop those resources

What Skills & Experience You Should Bring

• Graduate of Bachelor's program, or 1-2 years experience in Customer Success / Onboarding at a SaaS company in lieu of degree

• Demonstrated ability to work effectively in a team and communicate with diverse groups.

• Strong project management skills

• Experience developing and refining customer journeys in a SaaS environment

• Strong work ethic, ability to work independently, self-motivated and team-oriented

• Deep knowledge of Customer Success principles and best practices for onboarding clients

• Ability to quickly adapt to new technologies and changing business requirements.

• Take high degree of ownership over workload

• Commitment to delivering high-quality, customer-centric solutions and experiences.

• Strong communication, presentation (written and oral), and organization skills a must

• Positive, never fail attitude

• Proficiency in Salesforce

Target Salary:

$53,212 - $58,000

Commission eligible

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 preferably in our Westminster (Colorado) office but may be open for the right candidate in our Portland (Oregon) 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 3 days per week, or