Customer Success Manager

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Employer - Trimble Inc.
Category -
Job title - Customer Success Manager

Job Description
Title: Customer Success Manager Company: Trimble Oil and Gas Services Location: Calgary, Alberta, Canada

Summary: The Customer Success Manager (CSM) is responsible for developing and sustaining trusting relationships with customer accounts, acting as Trimble Oil & Gas Services primary source of communication with key business stakeholders, as well as anticipating and responding to customer concerns. The CSM relies heavily on experience and judgment to plan for and accomplish customer driven objectives and builds institutional knowledge of his/her accounts to provide maximum value. Primary Responsibilities:
Execute proactive customer reviews with every assigned account to assess overall customer health, system utilization, current goals, value opportunities and customer churn threats
Thoroughly capture key account activities, including review notes, customer retention efforts, action list management, new customer onboarding and customer escalations
Document unique customer success stories and best practices
Facilitate meetings over the phone and in person between customer and internal partners
Clear written and verbal communication with all external and internal stakeholders
Provide assistance on issue escalations and ensure that there has been proper handoff and resolution
Identify opportunities within assigned accounts to increase revenue, working with the sales team as needed
Take actions leading to the increase of the client’s Net Promoter Score (NPS).
Light travel, on demand (Other duties as assigned Required Skills:
Post-graduate diploma or degree or an equivalent combination of education and related experience
Demonstrated ability to manage technical or customer escalations from start to conclusion
Demonstrated ability to communicate and coordinate efforts cross functionally (internally and externally)
Excellent written and verbal business communication abilities, to a wide range of audiences.
Willingness to act as an advocate on behalf of customer accounts
Highly organized and self-directed with proven ability to manage and prioritize multiple tasks in a fast-paced environment Preferred Skills:
Presentation experience
Training experience
Oil & Gas Industry experience or Transportation Industry experience is considered an asset
Proficiency working with Google office tools

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

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Job Location Calgary, AB
Date Posted 16 Nov 2019
Employer Email --No Email
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