Job Description
JOB TITLE: Customer Success Manager
DEPARTMENT: Customer Support - Trimble Applanix
JOB SUMMARY:
The successful candidate will work closely with customers and become a subject matter expert to explain the value of our products to drive the customer experience forward and improve customer satisfaction. The position is responsible for managing customer accounts by providing post-sales support and will work with various internal departments to ensure customer requirements are met.
RESPONSIBILITIES:
- Build strong relationships by proactively connecting with your assigned client base through phone calls, online meetings, and emails.
- Represent the voice of the customer within the organization to increase customer satisfaction, brand loyalty, and life-long advocacy.
- Leverage client usage and industry metrics to obtain insights and best practices that drive customer engagement and product adoption.
- Identify, track and mitigate any risk that may result in churn or a loss of a client relationship
- Generate new and recurring sales by providing product and technical information in a timely manner
- Work closely with various internal departments to identify client expansion opportunities and escalate customer needs/issues cross-departmentally as needed
- Determine customer requirements and expectations in order to recommend specific products as well as alternate solutions
- Educate customers about terminology, features and benefits of products in order to increase sales and average order size by means of cross-selling/up-selling
- Present price, credit and terms in accordance with standard procedures and customers’ profitability profiles
QUALIFICATIONS:
- Post secondary education, with demonstrated knowledge in GIS software and GPS technology
- Experience in Administration/coordination in a technical sales/support contract environment
- 3 - 5 years experience is preferred in customer support coordination; preferably in a customer success environment
- Excellent interpersonal and business relationship skills
- Professional presence with excellent communication and presentation skills
- Excellent customer service skills
- Previous software or hardware sales experience; subscription services experience preferred
- Must be proficient in computer skills
- Ability to multitask, with excellent analytical skills
- Able to work independently and in a team environment
- Excellent organizational skills and experience working with various databases (Navision, Salesforce, CRM, ERP experience preferred)
- Excellent written and verbal communication skills
- Capable of becoming subject matter expert for specific products within specific business unit
Trimble Applanix is committed to an Accessible workplace and provides an Accessible recruitment process. Please note that we can accommodate disabilities upon request. Please let us know if you require any accommodations.
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