Customer Success Manager

Your Title: Customer Success Manager
Job Location: Newcastle upon Tyne, UK (hybrid)
Our Department: AECO, Construction Enterprise Solutions, Customer Success

Do you love working with customers to build strong partnerships, drive adoption of SaaS solutions, and ultimately ensure the customer realises 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 in the UK and are searching for a creative CSM who is proactive, highly driven, and experienced in Customer Success and/or Account Management. Come join us!

As a Customer Success Manager you will focus on guiding customers through the complete customer life cycle also empowering the success of your assigned portfolio of customers, with the goal of retaining and growing customers by ensuring a high level of customer engagement and satisfaction. You will be expected to properly convey value propositions, be the permanent point of contact and internal champion for the customer across all Trimble construction software product lines, and drive adoption and utilisation of their solutions.

What You Will Do

• Coordinate the post-sale experience for Trimble Construction customers, enabling them to achieve their desired outcomes and be successful
• For customer onboarding, own the initial stages of a customer’s post-sale journey with Trimble Construction One, ensuring a comprehensive and efficient onboarding experience for our customers. Must execute strategies for new customer onboarding, ensuring a smooth transition from initial signature to active product adoption.
• Leverage your expertise in customer success and project management to collaborate with cross-functional teams to deliver outstanding onboarding experiences
• Develop and demonstrate a strong working knowledge of Trimble’s Construction solutions and communicate the value of our products to our customers
• For account ownership over your portfolio, you will 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 utilisation / rollout strategy
• Execute proactive customer reviews to assess overall customer health, system utilisation, 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

• 2+ years of Customer Success or account management experience in a SaaS company - ideally in construction technologies or related applications
• Ability to employ active listening to understand root cause of issues and how to identify solutions that meet the customer's needs
• Experience in developing strategies and success plans on assigned accounts to fully realise value of technology solutions
• Ability to build positive trusted relationships with decision makers, executive sponsors and end users with a genuine curiosity in the customer’s business
• Excellent communication and presentation skills (both written and verbal)
• Goal and results-oriented, optimistic, highly organised and self-directed with proven ability to manage and prioritise multiple tasks in a fast-paced environment
• Fluent English language skills.

What Skills & Experience You Could Bring

• Proficiency in Salesforce and G-Suite
• Knowledge of Gainsight
• Any other European language skills

About Your Location
The location of this hybrid role will be in Newcastle Upon Tyne. We wish you to be able to adopt our hybrid way of working (regular office attendance 2 to 3 times per week).

You can arrive at the office very easily via Metro or Railway, as the station is only 5 minutes walk from the office. We also have onsite parking available.
Join our team! With us you will work in a diverse, inspiring and innovative high-tech environment with other highly talented experts. When you join Trimble you are not only joining a company, you become part of a global and a multicultural family. Respecting and valuing our differences, and connecting to local culture and expertise are an important component of our success.

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.

About Trimble
Dedicated to the world’s tomorrow, Trimble is a technology company delivering solutions that enable our customers to work in new ways to measure, build, grow and move goods for a better quality of life. Core technologies in positioning, modeling, connectivity and data analytics connect the digital and physical worlds to improve productivity, quality, safety, transparency and sustainability. From purpose-built products and enterprise lifecycle solutions to industry cloud services, Trimble is transforming critical industries such as construction, geospatial, agriculture and transportation to power an interconnected world of work. For more information about Trimble (NASDAQ: TRMB), visit: www.trimble.com

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

#LI-MH1
#customersuccessjobs