CRM Marketing Manager developing and scaling lifecycle marketing strategies for US Physicians group at AMBOSS. Utilizing multi - channel CRM to drive engagement, retention, and growth.
About the role
- Senior Manager leading the Strategic Accounts Customer Success team to improve customer engagement. Managing global team and processes while driving product adoption and retention in construction.
Responsibilities
- Manage a team of Strategic Accounts CSMs globally through coaching, delivering outcomes, and working cross-functionally across Trimble’s Construction sector
- Develop and own the Strategic Accounts Customer Success playbook
- Lead your team to deliver outstanding experiences that drive strong customer adoption, value realization, retention, expansion, and referrals
- Coach team on genuine and positive customer engagement methodologies, including monthly check-ins, substantive Executive Business Reviews, and developing demonstrable knowledge of customer’s business, goals, and industry
- Hire, coach and develop a group of high-performing team members
- Demonstrate a strong working knowledge of Trimble’s construction solutions to enable the team to communicate the value of our products to our customers
- Lead the team to increase product utilization and customer lifetime value through success plans, customer satisfaction, active listening and measuring health scores
- Leverage reporting to develop data-driven insights on customer behavior
- Act as a point of escalation by working with the customer and teams across the organization to solve problems and drive deeper engagement
- Partner with Professional Services, Sales, Customer Success, Product and Support leadership to identify and address gaps in existing processes, products, implementations, etc. keeping customer and employee experience at the center of what we do
- Develop metrics to measure the effectiveness of your CSMs in meeting organizational goals
- Grow strong internal relationships across Sales, Support, Product, Professional Services and other departments to drive customer success
Requirements
- Minimum 3-5 years experience as a Senior Leader in Customer Success in a recurring-revenue SaaS environment; global experience preferred
- Experience building out a Customer Success strategy at the Executive level; strong Executive presence and accountability for driving results
- Proven leadership ability to coach, influence, develop, motivate and empower employees to achieve their best while maintaining high employee morale
- Proven experience driving software adoption, expansion, and building customer success best practices
- Experience in the Construction industry and a vision for solving its unique challenges is preferred
- Demonstrable experience of setting stretch goals and coaching a team to attain and retain top performance
- Strong understanding of high value touch points with customers, including Executive Business Reviews, that drive deeper customer engagement
- Excellent communication, presentation (written and oral), and organization skills a must
- Positive, never fail attitude
- Proficiency in Salesforce and G-Suite
Benefits
- Medical
- Dental
- Vision
- Life
- Disability
- Time off plans
- Retirement plans
- Tax savings plans for health
- Tax savings plans for dependent care
- Tax savings plans for commuter expenses
- Paid Parental Leave
- Employee Stock Purchase Plan
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