Customer Success Manager

Title:  Customer Success Manager
Location: Tampa, FL
Department: Water (Cityworks)
 

Key Responsibilities:
  • Own the overall post-launch relationship with Cityworks customers
  • Increase customer platform usage and adoption
  • Ensure customer retention and contract renewal
  • Ensure customer satisfaction
  • Up-sell and uncovering new revenue opportunities
  • Establish a trusted strategic advisor relationship with Cityworks customers to drive strategic value
  • Develop, prepare, and nurture customers for advocacy
  • Work with customers to establish critical goals, key performance indicators and aid the customer in achieving their goals
  • Manage customer escalations
  • Conduct product and best practices webinars
  • Develop and maintain core product knowledge


Skills and Requirements:
  • Prior experience in customer/account management type roles ensuring customer satisfaction, adoption, and retention (required)
  • Solid knowledge of Community Development (building permitting processes, code enforcement, business licensing), Public Works and Utilities in municipal and/or utility districts (water, wastewater, storm water, streets and traffic) (required)
  • Proven track record of managing customer escalations, balancing customer expectations, and negotiating successful resolutions exhibiting a self-starter with a strong need for achievement
  • Proven ability to manage multiple projects while maintaining strict attention to detail
  • Ability to interact with client teams at various levels of technical and non-technical depth in a high-growth tech environment
  • Enjoys the challenge of being a significant part of a growing, developing organization
  • Effective time management, decision making, analytical and problem-solving capabilities
  • Knowledge of Salesforce CRM and of Esri GIS, a plus
  • Travel: 50%


Cityworks, a Trimble company, is transforming the way the world works by delivering products and services that connect the physical and digital worlds. Core technologies in positioning, modeling, connectivity and data analytics enable customers to improve productivity, quality, safety and sustainability. 

Those who successfully lead others to meet our objectives are vital to our organization. Leadership at Trimble is much more than simply exercising assigned authority; we expect our leaders to embrace a mission-focused leadership style, by continually adapting to circumstances while not losing sight of the end goal; demonstrating strength of character, intellect and the ability to convert ideas to reality.

Trimble is proud to be an Equal Opportunity and Affirmative Action Employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, status as a covered veteran in accordance with applicable federal, state and local laws, or any other protected factor. EOE/M/F/V/D

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