Customer Success Supervisor at Trimble Inc. in FRANKLIN, Tennessee

Job Description:

JOB TITLE: CUSTOMER SUCCESS SUPERVISOR

LOCATION: FRANKLIN, TN

DIVISION: IRON SOLUTIONS

SUMMARY

Iron Solutions provides market information, analytics-based intelligence, and cloud-based enterprise systems to facilitate equipment transactions and improve dealer and lender productivity. Our proprietary valuation model is built from our data-driven understanding of how equipment options, specifications, customization, and the economic impact value.

POSITION SUMMARY:

The Customer Success Department provides a valuable link between Iron Solutions and our customers and the products and services they buy and use. This position is responsible for providing customer support to users by phone, email, and other means as well as supervising the customer success team. Responsibilities include training, scheduling, and coordinating full-time, part-time, and remote support staff as well as assuring that all customer transactions are entered into our systems properly. Problem-solving and analysis skills are also required.

The Customer Success Supervisor is also responsible for ensuring the highest level of customer service throughout the organization. Desired candidates must perform as both a solo contributor and a leader with the ability to solve problems, make informed decisions, and supervise the department wisely in order to achieve maximum results.

RESPONSIBILITIES:

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Supervise the customer success function; provide leadership, training, and feedback to customer support staff
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Adjust priorities and manage time wisely in a fast-paced environment
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Oversee documentation and reporting pertaining to customer service issues or workflow and communicate to management and staff
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Monitor customer usage of services and reach out to customers to assist those who need training
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Audit billing for key accounts
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Assist management with resource and budget planning

Personally provide hands-on customer service to customers including:

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Taking phone orders and work to retain customers who call to cancel subscriptions
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Assisting the sales organization and customers by phone or e-mail with issues and follow through to resolution
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Recording details of customer interactions and what actions are taken
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Coordinating print publication sales and renewals; mail merge process to complete renewal mailing to customers
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Shipping and tracking delivery of publications to customers as needed
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Performing data entry and maintaining customer and transaction databases
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Reporting and analysis of business transactions as needed

QUALIFICATIONS:
The Customer Success Supervisor should have a documented track record of successful accomplishments in previous positions and should also possess the following minimum skill set:

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Two or more years of supervisory experience in customer success/service or related field and commitment to exceptional customer service
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Strong oral and written communication skills and the ability to quickly learn software-based products
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Proficiency in Microsoft Office programs, particularly Excel
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Experience with and understanding of integrated business systems/CRM platforms (e.g. SalesForce or NetSuite)
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Motivated and energetic personality able to multitask in a fast-paced, team environment
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Ability to work well with all levels of internal management and staff, as well as outside partners and customers
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Bachelor degree or an equivalent combination of experience, training and/or education

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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