Dedicated Customer Success Manager

Dedicated Customer Success Manager / Transportation Engineer

AgileAssets, A Trimble Company, is looking for a dedicated customer success manager (DCSM) to provide our clients support and consulting in the use of the AgileAssets software solutions. In this role you will help solve client problems and promote the use of the AgileAssets software solutions. This position is also referred to as Transportation Engineer.

The role is called “dedicated” because you will be dedicated to 1 to 2 customers in a billable role. As a result, this role demands a hands-on approach with an in-depth understanding of your client’s business needs by living in their shoes, being the voice of the customer at AgileAssets while fulfilling the duties of the DCSM.

You will develop technical skills to support our client while working with the client’s stakeholder to understand their business processes and requirements. You will help configure the software to meet requirements. In this role, you will be a champion of the AgileAssets software and help your client business team(s) obtain return on their investment in our solution.

DCSM is responsible for client satisfaction and all aspects of the total client relationship and experience with AgileAssets. The position focuses on client growth through developing and deepening relationships, developing and conveying value through software utilization, advocating for the client, ensuring all defects are addressed and ensuring ongoing client happiness. The role requires transportation asset management knowledge, in-depth AgileAssets product knowledge, exceptional communication skills and the ability to build/lead and manage internal and external relationships.

The DCSM’s purpose is to own and communicate the state of our customer accounts so we can steward relationships with all our customers. The DCSM has the principal responsibility of proactively ensuring the alignment, satisfaction, retention, and growth of our customers by aligning with the company values.

How you work:

• A curious, results oriented team player with excellent communication, presentation, and interpersonal skills.

• Proactive in communication/collaboration across disciplines and teams to make everybody better, while communicating with diverse stakeholders on the clients’ team and internally at AgileAssets.

• Flexible in understanding and delivering on the DCSM responsibilities that include, but are not limited to, the following:

  • Develop and demonstrate proficiency in the AgileAssets application across products and services offering with a focus on specific domains used by your assigned client.

  • Achieve and maintain high customer satisfaction and loyalty. This includes issue/problem anticipation and prevention and, when necessary, rapid sensing, diagnosis, and orchestration of resolution.

  • Establish & deliver a Quarterly Business Review that outlines the initiatives that you will execute upon with your client. Initiatives will include increasing client happiness, client adoption of software and best-in-class use of software.

  • Increase customer product adoption through regular upgrades and participating in related tasks.

  • Take full accountability and responsibility for stewardship, relationship, revenue retention, renewals, and expansion of accounts managed. Report, on a recurring basis, the revenue retention and expansion results and other key metrics for the accounts.

  • Participate in marketing events, conferences, and roadshows and promote networking within our client community.

  • Travel up to 20% if needed.

Education, Experience and Knowledge

• Degree in Civil Engineering, Computer Science or related field. MS in Transportation Engineering preferred

• 2-4 years of customer-facing experience in a SaaS or enterprise software company is highly preferred

• Knowledge and/or experience on transportation systems in one or more of the following areas is preferred: Maintenance, pavement, bridges, fleet, safety and/or facility management.

• Strong technical acumen, with database programming skills strongly preferred

• Excellent relationship development, interpersonal, written and oral communication skills (Consulting skills)

• Proven customer service capabilities, including expectation setting and management

• Positive attitude and aptitude to work independently in a fast-paced environment

• Self-starter, energetic and motivated contributor

• Capable of establishing credibility, motivating others, instilling accountability, and achieving results