Trimble Inc.

Solutions Engineer

• Use your extensive product knowledge to act as a subject matter expert and advisor to our consulting teams
• Support high-stakes customer implementations and pre-sale activities
• Drive internal enablement initiatives
• Mentor and advise consultants, including shadowing on customer calls
• Collaborate with the Product team to understand new features and create essential training and enablement collateral for consultants and subcontractors
• Provide expert assistance on escalated customer implementations to ensure successful outcomes and support pre-sale activities
• Travel an estimated 25% for customer visits, industry events, and department training

Solutions Architect – Vista

Customer Success Manager

• Lead a high-performing department to ensure operational integration with our platform
• Transform Customer Success into a proactive value-driver
• Partner with Professional Services/Onboarding and Customer Support teams
• Serve as the executive sponsor for high-ARR accounts
• Act as the

Director, Customer Success, Americas

Project Manager

• Spearhead the intake and validation of partner invoices and consultant timesheets, ensuring every submission aligns perfectly with project milestones.
• Act as a strategic problem-solver by identifying and resolving discrepancies, collaborating directly with Project Managers to keep financial cycles moving.
• Champion process integrity by performing critical compliance spot checks and reinforcing high-standard operational workflows and billing standards across the organization.
• Drive data transparency within our project management systems, maintaining real-time visibility into submission statuses and processing progress.
• Empower our global network by providing vital coordination support for partner onboarding and training, and contributing to high-level operational initiatives.

Project Coordinator

Director

• Serve as the final authority on solution design
• Ensure that technical configurations for AEC customers are scalable and align with industry standards (BIM, Digital Twins)
• Identify potential technical "dead ends" or custom code risks early in the lifecycle
• Lead the technical "Blueprints" and "Technical Readiness" reviews
• Act as the primary liaison to the Product team, advocating for features that reduce technical implementation friction and eliminate the need for custom workarounds
• Work closely with the Sr. Manager of AECO Resource & Project Management to manage resource allocation
• Own the Billable Utilization metrics for the delivery team
• Regularly assess the technical competencies of the delivery team
• Partner with the Manager of Professional Services Business Development, AECO to validate the technical feasibility of Statements of Work
• Conduct regular "Red Account" reviews and project audits
• Identify systemic risks in the delivery process

Director, Implementation and Delivery Management - AEC

Vice President

• Oversee the profitability of all paid service and training offerings
• Transform successful customer implementations into revenue streams
• Ensure maximum value for customers to support retention
• Lead the customer onboarding process and drive excellence in delivery

VP Global Professional Services

• Define the global vision, strategy, and operating model for Customer Success (CS).
• Directly own and drive core financial metrics, including Net Revenue Retention (NRR).
• Serve as the Executive Sponsor for strategic global accounts, managing C-level relationships.
• Collaborate with Sales, Finance, and Product leaders on the Go-to-Market (GTM) motion.
• Design and optimize the global Customer Success organization's structure and roles.
• Recruit, mentor, and coach a global team of Customer Success leaders.
• Identify automation opportunities within CX workflows to enhance operational efficiency.
• Support the design of the customer journey map and identifying pain points.

VP Global Customer Success

• Lead a team of CSMs dedicated to ensuring our construction partners realize maximum value from our platform.
• Drive retention, expansion, and operational excellence, ensuring our technology becomes the 'digital backbone' of every job site.
• Hire, coach, and mentor a team of CSMs.
• Oversee the transition from Sales to Success, working directly with Professional Services and Customer Onboarding.
• Act as the point of escalation for your CSMs, supporting their role in building long-term customer relationships.
• Act as a liaison between customers and the Product team.
• Work directly with CX Operations organization to ensure process optimization and tool adoption.

Manager, Customer Success

Customer Support

• Supporting the global AECO Customer Experience Organization in all compensation and commission related matters, including recognition and other incentives (SPIFFs) as needed.
• Assist with the maintenance and development of an AECO Customer Experience Incentive program and seller plans for global team members.
• Partnering with other Compensation team members and Business Partners to solve Customer Experience compensation-related business problems and provide insight and guidance.
• Generating and maintaining performance analysis, including individual and team productivity, and identification of performance improvement opportunities.
• Support process improvement efforts around the compensation planning and maintenance process.

Customer Experience Incentive Analyst

• Define the global vision, strategy, and execution of all technical support operations
• Develop and execute a comprehensive global support strategy aligning with company growth targets
• Monitor and enforce global SLAs and OLAs across all support tiers
• Drive operational improvement initiatives focusing on automation and optimization
• Oversee the support technology ecosystem and optimize workflows
• Establish rigorous processes for bug reporting and incident management
• Partner with other departments for effective customer communication
• Own budgeting and resource allocation for global support services
• Lead and mentor a global team of support managers and specialists
• Act as the executive point of contact for major customer escalations

VP Global Customer Support

• Define long-term CX Operations strategy
• Oversee customer lifecycle processes for efficiency
• Act as liaison between CX and internal partners
• Lead annual CX planning cycle
• Establish and monitor key performance indicators

Director Customer Experience Operations

• Serve as the final authority on solution design.
• Ensure technical configurations for customers are scalable and align with industry standards.
• Identify potential technical "dead ends" or custom code risks early in the lifecycle.
• Act as the primary liaison to the Product team, advocating for features that reduce technical implementation friction.
• Ensure all technical deliveries meet stringent Public Sector requirements.
• Work closely with the Sr. Manager of AECO Resource & Project Management to manage resource allocation.
• Own the Billable Utilization metrics for the delivery team, balancing employee burnout with corporate profitability targets.
• Partner with the Manager of Professional Services Business Development to validate the technical feasibility of Statements of Work.
• Conduct regular "Red Account" reviews and project audits.

Director, Implementation & Delivery Management – O&PS

Manager

• Own the CX tech stack (e.g., Kantata, Gainsight, Service Cloud, AI Chatbots) and how it integrates with other corporate tools.
• Develop a multi-year roadmap that aligns with global business scaling.
• Lead the selection, implementation, configuration, and ongoing governance of all CX systems and tools.
• Conduct audits of existing workflows.
• Identify bottlenecks in ticket routing, escalation paths, and internal handoffs to improve Efficiency (AHT) and Quality (CSAT).
• Identify opportunities to introduce and implement AI in workflows.
• Harmonize processes across diverse regions (AMER, EMEA, APAC) while respecting local nuances and regulatory requirements.
• Act as the primary liaison between CX, DX, IT, Product, and Engineering.
• Lead the rollout of new tools and process updates.
• Ensure the CX systems capture clean, actionable data.
• Support the consolidation of redundant platforms.
• Support the build of scalable, global customer and internal workflows.

Manager, Internal Global Systems, Processes, & Tools

• Design, implement, and govern global compensation plans
• Align individual performance with company-wide goals
• Collaborate with Customer Experience Leadership, Finance, Sales, and additional teams
• Drive operational efficiency and enhance compensation design

Manager, Customer Experience Performance – Compensation

Onboarding Specialist

• Architect the customer’s journey from "contract signed" to "fully enabled"
• Lead the worldwide organization responsible for global implementation methodology and digital learning ecosystem
• Build a unified, scalable onboarding engine for long-term product adoption
• Design and govern a world-class onboarding framework adaptable across languages and cultures
• Partner with Product and Engineering for automated onboarding features
• Define global success milestones for customers
• Own the AECO Customer Onboarding strategy and budget for the Global Learning Management System
• Oversee multilingual training paths for global customers and establish certification programs
• Shift from instructor-led to digital-first learning content for scalability
• Set technical standards for the Global Partner Implementation Ecosystem
• Manage the balance between high-touch and high-margin revenue streams and provide revenue forecasts
• Recruit and lead a global team across multiple time zones

Director, Customer Onboarding – Learning Enablement

• Own regional PS P&L and revenue targets
• Monitor operational metrics for efficiency
• Deliver resource capacity plans and forecasts
• Oversee successful project implementations
• Streamline project lifecycle for customer value