Do you love working with customers to build strong partnerships, drive adoption of SaaS solutions, and ultimately ensure the customer realises value from their investment and grows with you? The Customer Success department’s mission is to build, retain and grow our customers.  We do this as a liaison for our valued customers to ensure they are set up for success. We are hiring for a Arabic-speaking Customer Success Manager for Trimble’s Construction sector and are searching for someone who is proactive, highly driven, and experienced in Customer Success and/or Account Management. Come join us!

The Customer Success Manager (CSM) will focus on guiding Arabic-speaking customers through the initial onboarding process while also empowering the ongoing success of an assigned portfolio of customers, with the goal of retaining and growing customers by ensuring a high level of customer engagement and satisfaction. This CSM will be expected to properly convey value propositions, be the permanent point of contact and internal champion for the customer across all internal Trimble product lines, and drive adoption and utilisation of their solutions.

What You Will Do

• Coordinate the post-sale experience for Trimble Construction customers, enabling them to achieve their desired outcomes and be successful

• For customer onboarding, own the initial stages of a customer’s post-sale journey with Trimble Construction One, ensuring a comprehensive and efficient onboarding experience for our customers. Must execute strategies for new customer onboarding, ensuring a smooth transition from initial signature to active product adoption.

• Leverage your expertise in customer success and project management to collaborate with cross-functional teams to deliver outstanding onboarding experiences

• Develop and demonstrate a strong working knowledge of Trimble’s Construction solutions and communicate the value of our products to our customers

• For account ownership over your portfolio, you will build and document deep understanding of your customers and their business needs, goals, and challenges

• Actively foster the success of your assigned book of business through business value conversations, active listening, business reviews, and customer adoption planning

• Own and maintain account success plans in collaboration with customer, including product utilisation / rollout strategy

• Execute proactive customer reviews to assess overall customer health, system utilisation, current goals, value opportunities, and customer churn threats

• Grow and expand customer product adoption and revenue

• Identify risk as well as growth/expansion opportunities for the Account Sales Rep to pursue

• Identify and partner with cross-functional teams and SMEs to identify product improvements, customer needs, industry trends, market activities, and competitors

• Handle incoming reactive Customer Success situations across the customer base

What Skills & Experience You Should Bring

• Must have 2+ years of Customer Success or account management experience in a SaaS company - ideally in construction technologies, project management technologies, or related applications

• Emotional intelligence - employ active listening to understand root cause of issues and how to identify solutions that meet the customer's needs

• Experience developing strategies and success plans on assigned accounts to fully realise value of technology solutions

• Executive presence - You know how to build positive trusted relationships with decision makers, executive sponsors and end users

• Proven ability to work cross-functionally to represent the Voice of the Customer

• Exceptional communication and presentation skills (both written and verbal)

• Arabic language native/fluent is mandatory, English fluent is mandatory, any other language is considered a plus

• Highly organised and self-directed with proven ability to manage and prioritise multiple tasks in a fast-paced environment

• Be innovative, persuasive, creative, and have a genuine curiosity in the customer’s business  

• Goal and results-oriented, optimistic, embraces change and leads with a growth mindset

• Proficiency in Salesforce and G-Suite highly preferred, Gainsight nice to have

• Willingness to travel within the Middle East

About Your Location

The location of this role will be Dubai. We wish you to be able to adopt our hybrid way of working (regular office attendance 2 to 3 times a week), in our Dubai (UAE) office.

About our Construction Enterprise Solutions sector

We are focused on bringing a unified business strategy around the following categories: Building Preconstruction, Project and Operations Management, Finance and Human Capital, and Digital Supply Chain. Our goal is to deliver a unified offering to our customers, including connected workflows that enhance the profitability of our customers and drive our business growth. 

Trimble’s Inclusiveness Commitment

We believe in celebrating our differences. That is why our diversity is our strength. To us, that means actively participating in opportunities to be inclusive. Diversity, Equity, and Inclusion have guided our current success while also moving our desire to improve. We actively seek to add members to our community who represent our customers and the places we live and work.

We have programs in place to make sure our people are seen, heard, and welcomed and most importantly that they know they belong, no matter who they are or where they are coming from.

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