VP, Global Customer Success, and Implementation, Transportation

5 days ago

Princeton, United States Benefitfocus Full time

Trimble Transportation is dedicated to continuously enhancing our customer experience by placing our customers and users at the heart of everything we do. To achieve this goal, the Global Customer Success team concentrates on both our existing and new customers, ensuring a deep adoption of our technologies. This approach aims to improve customer retention and foster growth in accounts worldwide. The VP of Global Customer Success, reporting to the Chief Revenue Officer (CRO), will be responsible for leading our global Customer Success Team. As the head of this organization, the primary objective of this role is to enhance the value realization and usage of our software, as well as improve customer retention, adoption, and business expansion within our accounts. Given our subscription-based business model, this role is crucial for our long-term success. In this role, you will also be responsible for the implementation and professional services team. Additionally, this position will be an integral member of the Trimble Transportation Leadership Team. Customer Success Drive Global Customer Success outcomes Lead your team to deliver outstanding experiences that drive strong customer retention, expansion, adoption, and referrals. Recruit, develop, and lead high-functioning, collaborative, customer success reps and teams. Increase product active usage and customer lifetime value through success plans, customer satisfaction, and overall health scores. Leverage reporting to develop data-driven insights on customer behavior Create and drive a proactive NPS at-risk program, initiatives, and measures to prevent customer attrition. Act as a sponsor in customer escalations by working with the customer and teams across the organization to address the issue mutually beneficially. Drive standardized, proactive, and reactive outreach interventions for various points in the journey by identifying opportunities to encourage feedback loops and continuous improvement. Provide strategic direction, development, and management of post-sales operations to drive quality and consistency. Partner with peers to scale processes for customer onboarding, training, success management, support, and advocacy Increase opportunities for expansion and up-sells by creating a bridge between Sales, Professional Services, and Customer Success teams. Develop and share metrics to measure the effectiveness of Customer Success in meeting company and team goals. Track, analyze, and report on Customer Success metrics across the organization. Be an internal customer champion. Collaborate with other organizational leaders to incorporate customer needs and requests into defining business objectives. Renewals Manage the different facets of subscription renewals, including being responsible for the people who communicate and process upcoming renewals and ensure customers renew on time. Forecast customer retention and implement strategies for increasing retention (reducing churn while maintaining price increases) Position annual uplift and escalate pain points to the Sales, Customer Success, Support, and/or Product teams Support license type conversion strategies as customers are migrated to more 'usage' based licensing frameworks. Bridge between Sales, Finance and Customer Success Refine renewal strategies that proactively engage a client in further churn rate improvement Identify upsell and cross-sell opportunities Ensure strong processes and systems are in place so that trends in customer churn are identified early, communicated with the appropriate audience, and appropriate follow-up action is taken, including working with the product team to receive feedback on the growing requirements of a customer Meet financial goals: low churn and consistent price increases; establish metrics that help achieve these over-arching goals Customer Experience Management Leads a team or functional area that provides strategic focus to the customer experience. Ensures that business leaders understand and address client perspectives, resulting in improved delivery of products and services. Develops, evaluates, and implements strategies to gather and respond to client feedback. Works with cross-functional teams to align customer interests with business objectives. Identifies opportunities to improve service delivery. Serves as the primary contact in the customer experience team in resolving issues. Provides direction for a more strategically oriented customer service experience, including streamlining points of interaction between the customer and the company and simplifying processes. Selects, develops, and evaluates personnel to ensure the efficient operation of the function. Implementation and Professional Services Develop and execute a comprehensive strategy for both SaaS and legacy products. Provide leadership and direction to the implementation team. Collaborate with senior management to align implementation processes with company goals and address legacy product challenges. Qualifications Minimum 10 years experience of leading customer-focused teams, such as Sales, Customer Success, or Professional Services, preferably in a recurring-revenue based software environment. Demonstrable experience in setting stretch goals and coaching a team to attain and retain top performance. An effective delegator, being able to effectively prioritize your own activities as well as teams. Leadership, strong work ethic, ability to work independently, self-motivated and team-oriented. Exceptional strategic, conceptual analytical thinking, and decision making skills. Understanding of software, strategies, and concepts. Capable of managing fast-paced situations in a dynamic environment. Excellent communication, presentation (written and oral), and organization skills a must. Ability to positively motivate and influence internal teams to drive customer success. Proficiency in Salesforce and G-Suite. #J-18808-Ljbffr

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