Senior Director, Customer Success and Reals

Job Description

Purpose of the Role:

Trimble Viewpoint 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 existing and new customer base to ensure deep adoption of our technologies, improving strong retention and growth in customer accounts across the globe.

Reporting to the Vice President of Sales Operations, the Sr. Director of Customer Success will be responsible for leading our Customer Success Team. As the leader of the Customer Success organization, the goal of this role is to increase software value realization and usage, retention, adoption, and business expansion in our accounts. Given our subscription business model, this role is absolutely vital to our long-term success. This position will be a key member of the Trimble Viewpoint Executive Leadership Team.

Responsibilities (What you'll do)

Customer Success

• Drive Customer Success outcomes
• Lead your team to deliver outstanding experiences that drive strong customer retention, expansion, adoption, and referrals
• Recruit, develop and lead high functioning, collaborative, customer success reps and teams
• Increase product active usage and customer lifetime value through success plans, customer satisfaction, and overall health scores
• Leverage reporting to develop data-driven insights on customer behavior
• Create and drive a proactive NPS at-risk program, initiatives, and measures to prevent customer attrition.
• Act as a sponsor in customer escalations by working with the customer and teams across the organization to address the issue in a mutually beneficial way.
• Drive standardized, proactive, and reactive outreach interventions for various points in the journey by identifying opportunities to encourage feedback loops and continuous improvement.
• Provide strategic direction, development, and management of post-sales operations to drive quality and consistency
• Partner with peers to scale processes for customer onboarding, training, success management, support, and advocacy
• Increase opportunities for expansion and up-sells by creating a bridge between Sales, Professional Services, and Customer Success teams
• Develop and share metrics to measure the effectiveness of Customer Success in meeting company and team goals.
• Track, analyze, and report on Customer Success metrics across the organization
• Be an internal customer champion
• Collaborate with other organizational leaders to incorporate customer needs and requests into defining business objectives

Renewals

• Manage the different facets of subscription renewals including being responsible for the people who communicate and process upcoming renewals and ensure customers renew on time
• Forecast customer retention and implement strategies for increasing retention (reducing churn while maintaining price increases)
• Position annual uplift and escalate pain points to the Sales, Customer Success, Support, and/or Product teams
• Support license type conversion strategies as customers are migrated to more "usage" based licensing frameworks.
• Bridge between Sales, Finance and Customer Success
• Refine renewal strategies that proactively engage a client in further churn rate improvement
• Identify upsell and cross-sell opportunities
• Ensure strong processes and systems are in place so that trends in customer churn are identified early, communicated with the appropriate audience, and appropriate follow-up action is taken, including working with the product team to receive feedback on the growing requirements of a customer
• Meet financial goals: low churn and consistent price increases; establish metrics that help achieve these over-arching goals

Qualifications (What we are looking for) Minimum 7-10 years experience of leading customer-focused teams, such as Sales, Customer Success, or Professional Services, preferably in a recurring-revenue based software environment.

• Demonstrable experience of setting stretch goals and coaching a team to attain and retain top performance
• An effective delegator, being able to effectively prioritize your own activities as well as teams
• Leadership, strong work ethic, ability to work independently, self-motivated and team-oriented
• Exceptional strategic, conceptual analytical thinking, and decision making skills
• Understanding of software, strategies, and concepts
• Capable of managing fast-paced situations in a dynamic environment
• Excellent communication, presentation (written and oral), and organization skills a must
• Ability to positively motivate and influence internal teams to drive customer success
• Positive, never fail attitude
• Proficiency in Salesforce and G-Suite

Customer Experience Mgmt: Leads a team or functional area that provides strategic focus to the customer experience. Ensures that client perspectives are understood and addressed by business leaders, resulting in improved delivery of products and services. Develops, evaluates, and implements strategies to gather and respond to client feedback. Works with cross-functional teams to align customer interests with business objectives. Identifies opportunities to improve service delivery. Serves as the primary contact in the customer experience team in resolving issues. Provides direction for a more strategically oriented customer service experience including streamlining points of interaction between the customer and the company and simplifying processes. Selects, develops, and evaluates personnel to ensure the efficient operation of the function. Survey Tip: This role may manage both the customer service team (that reacts to customer issues) as well as the customer experience function (proactively improving customer service processes).

Trimble Inc. is proud to be an Equal Opportunity and Affirmative Action Employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, status as a covered veteran in accordance with applicable federal, state and local laws, or any other protected factor. EOE/M/F/V/D