Date de publication 07.05.2024

Manager, Customer Success (Dutch and French speaking)

Your Title: Manager, Customer Success (Dutch and French speaking)
Job Location: Bodegraven, Netherlands (hybrid)
Our Department: Construction Enterprise Solutions

Are you passionate about building Customer Success best practices making people successful?
Do you want to work in a fantastic atmosphere with great colleagues in an inspiring environment where you can make a difference?

Trimble strives to continually improve our customer experience, ensuring that we put the customer at the centre of all that we do.

To accomplish this, our Customer Success Manager (CSM) team focuses on ensuring widespread adoption of our technologies, which in turn fosters strong customer retention and growth globally. We are currently bolstering our CSM capabilities at Trimble and are seeking a dynamic Manager to oversee our French and Dutch-speaking CSM team, responsible for customers in the Benelux and France region.

As the Manager of this team, you will report to the Director of EMEA Customer Success and will lead, coach, and inspire your team to achieve results and exceed expectations. Your responsibilities extend beyond team management to include designing and implementing processes and content to better serve our Dutch and French-speaking customer base. CSMs play a pivotal role in the post-sale journey for Trimble Construction customers, driving product adoption, coordinating resources, developing success plans, proactively managing risks, and facilitating customer outcomes during onboarding and ongoing engagement.

We are looking for a hands-on manager with a "learn it all" attitude, who actively participates as a team player and is a strong relationship builder. Your leadership will be instrumental in establishing and refining best practices within our customer base, fostering a culture of robust customer engagement.

What You Will Do
  • Manage a team of Dutch-speaking and French-speaking CSMs through coaching, delivering outcomes, and working cross-functionally across Trimble's Construction sector
  • Lead your team to deliver outstanding experiences that drive strong customer adoption, value realisation, retention, expansion, and referrals
  • Hire, coach and develop a group of high-performing team members
  • Demonstrate a strong working knowledge of Trimble's construction solutions to enable the team to communicate the value of our products to our customers
  • Lead the team to increase product utilisation and customer lifetime value through success plans, customer satisfaction, active listening and measuring health scores
  • Leverage reporting to develop data-driven insights on customer behaviour
  • Act as a point of escalation by working with the customer and teams across the organisation to solve problems and drive deeper engagement
  • Partner with Customer Success leadership to identify and address gaps in existing processes, keeping customer and employee experience at the centre of what we do
  • Develop metrics to measure the effectiveness of your CSMs in meeting department goals
  • Grow strong internal relationships across Sales, Support, Product, Professional Services and other departments to drive customer success

What Skills & Experience You Should Bring
  • Minimum 1-2 years experience leading Customer Success teams in a recurring-revenue SaaS environment
  • Minimum 2-3 years of experience as a CSM or Account Manager in a SaaS company
  • Proven leadership ability to coach, influence, develop, motivate and empower employees to achieve their best while maintaining high employee morale
  • Proven experience driving software adoption, expansion, and building customer success best practices
  • Be a hands on problem solver, who is committed to the development of your team
  • Demonstrable experience of setting stretch goals and coaching a team to attain and retain top performance
  • Strong understanding of high value touch points with customers, including Executive Business Reviews, that drive deeper customer engagement
  • Excellent communication, presentation (written and oral), and organisation skills
  • Language requirement: Fluent in French, Dutch, and English

About Your Location
The location of this role will be in Bodegraven in the Netherlands. We wish you to be able to adopt our hybrid way of working (regular office attendance around 2 times a week).

About our Construction Enterprise Solutions sector
We are focused on bringing a unified business strategy around the following categories: Building Preconstruction, Project and Operations Management, Finance and Human Capital, and Digital Supply Chain. Our products and services in these categories comprise the majority of the offerings currently available on Trimble Construction One (TC1).

Our goal is to deliver a unified TC1 offering to our customers, including connected workflows that enhance the profitability of our customers and drive our business growth. TC1 represents our customers' opportunity to embark on a digital transformation journey of their own. The advent of TC1 allows our customers to engage with more of Trimble's capabilities in a streamlined and integrated way.

Trimble's Inclusiveness Commitment
We believe in celebrating our differences. That is why our diversity is our strength. To us, that means actively participating in opportunities to be inclusive. Diversity, Equity, and Inclusion have guided our current success while also moving our desire to improve. We actively seek to add members to our community who represent our customers and the places we live and work.
We have programs in place to make sure our people are seen, heard, and welcomed and most importantly that they know they belong, no matter who they are or where they are coming from.

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