Strategic Services Manager, TruckMate

Trimble Transportation is transforming the global supply chain through intelligent, connected technology and workflows rooted in industry-standard commercial maps and data. At the intersection of the physical and digital worlds, Trimble Transportation offers SaaS, web, mobile, and installed solutions that improve efficiency, promote safety, optimize utilization, and enable collaboration. From planning to delivery, we provide cutting-edge procurement, transportation management, mapping, routing, dispatch, navigation, location, fleet management, ELD compliance, and asset maintenance solutions.

About the role

Strategic Services Team Members are responsible for proactively engaging with at-risk customers to ensure their success and retention. They act as the single point of contact for clients during critical engagement periods, working to mitigate risks and identify opportunities for growth. This role requires excellent communication skills, as you will work directly with customers and internal teams daily. It is a fast-paced environment that demands collaboration with various stakeholders and technical specialists across a wide range of technologies and environments.

In this high-impact role, you will serve as the trusted advisor for key strategic accounts, steering critical recovery efforts and directly shaping client retention strategies while leveraging cutting-edge transportation management solutions.

Responsibilities

• Proactively 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 utilization and optimization of Trimble solutions.
• Deliver an engagement and communication strategy focused 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 them 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 predictively to better understand customer utilization, ROI, and sentiment.
• Create and drive utilization of standard playbooks, templates, and documentation for the Strategic Services team.
• Maintain industry and technical knowledge by attending workshops, reviewing relevant publications, building your network, and participating in professional organizations.

Requirements

• Hands-on experience with TruckMate in some capacity is a must.
• 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.

Logistics

Location: Remote / Hybrid

Travel Requirement: On demand, up to 25%

Why You'll Love Working With Us

• Real-World Impact: At Trimble, we build innovative solutions designed to solve the world's most critical challenges. From construction sites to transportation hubs, our work tangibly improves how people live, build, move, and grow. Our purpose-driven culture means you'll help deliver solutions that make work faster, safer, and more sustainable for millions worldwide. Our impact is tangible, from connected machines that save fuel to data-driven insights that reduce waste.
• Collaborate with like-minded people: Our strong internal culture is a "hidden gem." You will work with a collaborative, supportive team that shares your purpose and fosters a genuine sense of belonging. We're a company of "visionary pragmatists" who think boldly and build things that work.
• Be an owner: Trimble thrives on individuals who take initiative and embrace ownership. You'll find an entrepreneurial spirit where success is often "self-authored," empowering proactive "doers."

Pay

Hiring Range: $99,600.00 – $137,000.00 (Salary)

Bonus Eligible: Yes

Commission Eligible: No

Benefits

• Comprehensive core benefits including Medical, Dental, Vision, Life, and Disability.
• Time off plans and retirement plans.
• Tax savings plans for health, dependent care, and commuter expenses.
• Paid Parental Leave.
• Employee Stock Purchase Plan.