Customer Onboarding Specialist

Your Title: Customer Onboarding Specialist

Job Location: Westminster, CO

Our Department: Construction Enterprise Solutions

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.

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. 

What You Will Do

• 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

• Minimum 2 years experience in Customer Success at a SaaS company

• Minimum 2 years experience in customer onboarding, engagement, or account management

• 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

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 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 2-3 days per week, or 40%-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 o