Director, Customer Success & Support
Are you interested in leading and setting the overall strategic vision and plan for customer success and technical support? What You Will Do The (Senior) Director, Customer Success & Support role for Trimble's e-Builder team will lead and develop a team focused on driving results and improving key measures such as adoption, churn, net revenue retention, customer satisfaction, opportunity identification, case backlog, speed of resolution and average speed of answer. This role also will own and evangelize the voice of the customer throughout the organization.
Responsibilities:
Set overall strategic vision and plan for customer success and technical support team focused on driving results in key measures such as adoption, churn, net revenue retention, customer satisfaction, opportunity identification, case backlog, speed of resolution, average speed of answer, etc. Accountable for driving adoption, minimizing churn, and exceeding tech support key measures Define, build and implement plans to drive positive customer outcomes, product adoption, and customer experience Lead and manage world-class customer success and tech support team Serve as senior leader escalation point for customer issues Own the voice of the customer process with a focus on driving an improvement in NPS or other customer satisfaction metrics Evangelize the voice of the customer throughout the organization Work cross functionally to ensure the organization can deliver the promise throughout the client journey. Measure success in a repeatable, metric oriented environment and evangelize the continued success to internal and external stakeholders through report to employees, executives, and clients. Participate in Company-wide and sector specific digital transformation initiatives. Occasional travel as deemed necessary Work out of the Sunrise, Florida office What Skills & Experience You Should Bring Experience
Summary:
Minimum of 5 years of experience Prior experience building, developing and leading customer success organizations focused on enterprise customers. Prior experience building, developing and leading high volume technical support organizations focused on enterprise software solutions. Previous experience using tools such as Salesforce, Gainsight PX, Jira and Customer Success platforms. Ability to obtain, validate, review, analyze and present data in an effective manner for the audience. Previous experience managing FedRamp authorized support organizations preferred. Extremely comfortable with handling and understanding complicated software, integrations, features and functionality. Expertise in handling escalated customer concerns in a professional manner A naturally collaborative approach and ability to navigate internal and external stakeholders to achieve strategic objectives. Leadership characteristics that inspire, engage and motivate achievement of objectives. 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.
Salary Range:
$200K -- $250K
Minimum Qualification
SalesEstimated Salary: $20 to $28 per hour based on qualifications.
Responsibilities:
Set overall strategic vision and plan for customer success and technical support team focused on driving results in key measures such as adoption, churn, net revenue retention, customer satisfaction, opportunity identification, case backlog, speed of resolution, average speed of answer, etc. Accountable for driving adoption, minimizing churn, and exceeding tech support key measures Define, build and implement plans to drive positive customer outcomes, product adoption, and customer experience Lead and manage world-class customer success and tech support team Serve as senior leader escalation point for customer issues Own the voice of the customer process with a focus on driving an improvement in NPS or other customer satisfaction metrics Evangelize the voice of the customer throughout the organization Work cross functionally to ensure the organization can deliver the promise throughout the client journey. Measure success in a repeatable, metric oriented environment and evangelize the continued success to internal and external stakeholders through report to employees, executives, and clients. Participate in Company-wide and sector specific digital transformation initiatives. Occasional travel as deemed necessary Work out of the Sunrise, Florida office What Skills & Experience You Should Bring Experience
Summary:
Minimum of 5 years of experience Prior experience building, developing and leading customer success organizations focused on enterprise customers. Prior experience building, developing and leading high volume technical support organizations focused on enterprise software solutions. Previous experience using tools such as Salesforce, Gainsight PX, Jira and Customer Success platforms. Ability to obtain, validate, review, analyze and present data in an effective manner for the audience. Previous experience managing FedRamp authorized support organizations preferred. Extremely comfortable with handling and understanding complicated software, integrations, features and functionality. Expertise in handling escalated customer concerns in a professional manner A naturally collaborative approach and ability to navigate internal and external stakeholders to achieve strategic objectives. Leadership characteristics that inspire, engage and motivate achievement of objectives. 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.
Salary Range:
$200K -- $250K
Minimum Qualification
SalesEstimated Salary: $20 to $28 per hour based on qualifications.
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