CRM Analyst creating customer segmentation and insights to optimize marketing campaigns. Working at Pernambucanas in a hybrid model to enhance customer satisfaction.
About the role
- Manager of Customer Success at Trimble leading a team to maximize value for construction partners. Driving retention, expansion, and operational excellence in a technology-driven environment.
Responsibilities
- Lead a team of CSMs dedicated to ensuring our construction partners realize maximum value from our platform.
- Drive retention, expansion, and operational excellence, ensuring our technology becomes the 'digital backbone' of every job site.
- Hire, coach, and mentor a team of CSMs.
- Oversee the transition from Sales to Success, working directly with Professional Services and Customer Onboarding.
- Act as the point of escalation for your CSMs, supporting their role in building long-term customer relationships.
- Act as a liaison between customers and the Product team.
- Work directly with CX Operations organization to ensure process optimization and tool adoption.
Requirements
- 2+ years as a leader in Customer Success, account management, or technical support.
- Experience in driving customer success KPIs including Net Retention Rate (NRR), Gross Retention Rate (GRR), Customer Health Score, Product Adoption Rates, and Expansion Revenue (Upsell/Cross-sell).
- Proficiency in CRM platforms (preferably Salesforce) and Customer Success Platforms (e.g. Gainsight, Totango, ChurnZero).
- Direct experience in Construction or Engineering SaaS is highly preferred.
- Bachelor’s Degree in business management, business administration, communications, or similar field preferred.
- Ability to analyze customer data, usage trends, and health scores to support customer growth and proactively prevent churn.
- Strong critical thinking skills to resolve complex customer issues.
- Executive level presentation skills and ability to speak confidently with both C-suite executives and site foremen.
- Ability to travel as needed domestically to support customer needs.
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.
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