SENIOR PROJECT MGR, SD

About the role

The Strategic Services Manager at Trimble Transportation is responsible for driving customer success and growth in the transportation technology sector. The role involves proactive engagement with at-risk customers to ensure their success and retention, acting as the single point of contact for clients during critical periods, and developing and executing recovery plans.

Responsibilities

• Engage with at-risk customers to mitigate churn risk and drive retention.
• Establish and/or repair strategic relationships with at-risk customers to understand, document, and align client strategies and business outcomes.
• Develop and execute recovery plans to get customers back on track, including creating and executing Customer Success plans.
• Develop methods to identify customer risk indicators and create proactive plans to mitigate them.
• Provide best practice recommendations and continuous optimization to drive continued utilization and optimization of Trimble solutions.
• Deliver an engagement and communication strategy that focuses on meeting customer outcomes and creating client advocates.
• Monitor customer health and churn risk; ensure appropriate stakeholders address gaps to mitigate low health and/or at-risk customers.
• Provide high-level oversight of customer strategic initiatives.
• Advocate for customers internally and partner with customers to change or adopt new business practices.
• Collaborate with internal teams and resources to ensure clients’ progress toward achieving their goals.
• Utilize experience to assist in establishing and continuously improving Customer Success processes.
• Use data in a predictive manner to better understand customer utilization, ROI, and sentiment.
• Create and drive utilization of standard playbooks, templates, and documentation for the Strategic Services team.

Requirements

• Bachelor’s Degree in a relevant field or equivalent years of experience.
• 3+ years of progressive experience in customer success, account management, customer operations, client services, or program management in a client-facing capacity.
• Executive presence with strong consultative, presentation, and relationship skills.
• Excellent written and verbal communication skills.
• Excellent organizational skills and experience managing competing priorities.
• Comfortable with ambiguity and obstacles.
• Proven ability and experience working with Executive and C-level teams.
• Ability to facilitate and work cross-functionally with internal teams.
• Demonstrated understanding of transportation best practices.
• Project management and/or ITIL experience.

Qualifications

• Logistics Location: Remote / Hybrid
• Travel Requirement: On demand, up to 25%

Skills

• Excellent communication skills
• Strong consultative, presentation, and relationship skills
• Excellent organizational skills
• Ability to work in a fast-paced environment
• Comfortable with ambiguity and obstacles
• Experience working with Executive and C-level teams
• Ability to facilitate and work cross-functionally with internal teams
• Demonstrated understanding of transportation best practices
• Project management and/or ITIL experience

Benefits

• Medical
• Dental
• Vision
• Life
• Disability
• Time off plans
• Retailment plans
• Paid Parental Leave
• Employee Stock Purchase Plan

Pay

This role is compensated between $99,600.00 and $137,000.00 annually, with a salary type of "Salary" and potential for bonuses and commissions.

Schedule

Remote / Hybrid