Strategic Services Manager, TruckMate

About the Role

Strategic Services Team Members are responsible for proactively engaging with at-risk customers to ensure their success and retention. They will 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 be working directly with customers and internal teams on a daily basis. It is a fast-paced environment that requires collaboration with various stakeholders and technical specialists across a wide range of technologies and environments.

What Makes This Role Great

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

• Proactive Engagement: Engage with at-risk customers to mitigate churn risk and drive retention.
• Customer Relationship Management: Establish and/or repair strategic relationships with at-risk customers to understand, document, and align client strategies and business outcomes.
• Recovery Plans: Develop and execute recovery plans to get customers back on track, including creating and executing Customer Success plans.
• Risk Indicators and Mitigation: Develop methods to identify customer risk indicators and create proactive plans to mitigate them.
• Consultative Approach: Provide best practice recommendations and continuous optimization to drive continued utilization and optimization of Trimble solutions.
• Communication Strategy: Deliver an engagement and communication strategy that focuses on meeting customer outcomes and creating client advocates.
• Risk Management: Monitor customer health and churn risk; ensure appropriate stakeholders address gaps to mitigate low health and/or at-risk customers.
• Project Management: Provide high-level oversight of customer strategic initiatives.
• Internal Advocacy: Advocate for customers internally and partner with customers to change or adopt new business practices.
• Customer Experience Management: Collaborate with internal teams and resources to ensure clients' progress toward achieving their goals.
• Process Improvement: Utilize experience to assist in establishing and continuously improving Customer Success processes.
• Data Utilization: Use data in a predictive manner to better understand customer utilization, ROI, and sentiment.
• Documentation: Create and drive utilization of standard playbooks, templates, and documentation for the Strategic Services team.
• Industry Knowledge: Maintain industry and technical knowledge by attending workshops, reviewing relevant publications, building your network, and participating in professional organizations.

Essential Skills & Experience

• 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

At Trimble, we're not just a company that "does good"—we are a team dedicated to making a tangible, positive Real-World Impact. 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. You'll work on projects that truly matter: Our purpose-driven culture means you'll be helping to build and deliver solutions that make work faster, safer, and more sustainable for millions of people 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. Pay Rate Type: Salary. Bonus Eligible: Yes. Commission Eligible: No.

Benefits

Trimble offers comprehensive core benefits that include Medical, Dental, Vision, Life, Disability, Time off plans and retirement plans. Most of our businesses also offer tax savings plans for health, dependent care and commuter expenses as well as Paid Parental Leave and Employee Stock Purchase Plan. If this position is identified above as commission- or bonus-eligible, the terms of the commission plan or discretionary bonus plan for which you are eligible will be provided following the employee start date.