Customer Support

Title: Customer Support Representative
Location: Coralville, IA        
Department: Customer Experience                                                                                           

Position Overview:
Trimble Transportation is in business for optimizing the movement of freight by providing shippers and carriers both mobility, enterprise and visibility software tools they need to run their businesses more efficiently. As the leading provider of Transportation Management Software (TMS), Asset Management Software (AMS), and Fleet Management Software (FMS) we are devoted to propelling companies in the trucking industry toward increased efficiency, lower costs and optimize operations.
 
Innovative Software Engineering (ISE) is a leading full-service software engineering and systems integration firm that delivers innovative, end-to-end mobile and enterprise solutions that help organizations simplify and solve their most complex business challenges. In consulting with some of industry’s leading organizations, ISE brings a rare blend of technical expertise and business perspective to these challenges. ISE’s Professional Services offers a complete spectrum of software engineering services from systems integration and custom software consulting to solutions in the areas of IoT Telematics, Big Data, Cloud Computing, Mobile and Web App Development.

This position, as part of the Client Services team, strategically maintains and develops relationships with customers.  The Account Manager represents the entire range of the company products and services to assigned customers, while leading and being responsible for the customer experience. 
 
Responsibilities:
50%
Coordinates the involvement of company personnel, including support, service, and management resources, in order to meet account performance objectives and customers’ expectations.
 
25%
Proactively and regularly assesses, clarifies, and validates customer needs 
 
20%
-Help on-board new clients and manage a portfolio of assigned accounts
-Improve customer satisfaction by improving responsiveness and anticipating customer needs
-Operate as the lead point of contact for all matters specific to customers
-Build and maintain strong, customer relationships
-Develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors
-Ensure the timely and successful delivery of our solutions according to customer needs and objectives
-Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders
 
5%
-Receive incoming phone calls and emails and process the requests with a focus on delivering high quality customer support for our products and services
 
Minimum Qualifications:
  • 2+ years of account management experience
  • Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level
  • Experience in delivering client-focused solutions based on customer needs
  • Excellent listening, negotiation and presentation skills
  • Follow all company policies and procedures
  • Perform all other duties as required
  • Travel as required to support the client’s needs
 
Preferred Skills:
  • Bachelor's Degree
  • Microsoft Word, Excel (Pivot Tables, etc.) Power Point
  • Experience with managing large volume accounts
  • Experience with engineering resources and project management  
 
Trimble Inc. 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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