Customer Tech Implementation Lead

ISU Research Park; Johnston (IA); On-site; USD 120,000 - 180,000; Full time

Job summary

John Deere in Johnston, IA seeks a Customer Tech Implementation Lead to own the Digital Customer Success operating model, guiding customers from digital connection to value realization and renewal. Lead the workstream, report outcomes to leadership, and coordinate cross-functional governance to drive measurable customer results.

The role emphasizes onboarding, utilization, retention, and renewals for premium digital products, with an initial focus on reducing churn and accelerating

Qualifications

• Bachelor’s degree or equivalent work experience in a relevant field.
• Strong ability to talk shop with customers and understand their operations.
• Experience applying customer success practices such as onboarding, health scoring, playbooks, and advocacy.
• Leadership and collaboration across teams without direct authority.

Responsibilities

• Own the Digital Customer Success workstream within the Customer Tech Implementation strategy to operationalize capabilities, report outcomes to leadership, manage governance forums and escalated risks.
• Benchmark customer success practices and translate them into a customer engagement framework and playbook library.
• Design and scale intelligence-led customer success plays (onboarding, enablement, community, targeted intervention).
• Provide day-to-day leadership for the Digital Customer Success team, onboarding new teammates, setting priorities, aligning resources and influencing peers.
• Drive onboarding, utilization, value realization, retention, and renewals for premium digital products; focus on reducing churn and time-to-value.
• Grow engagement across Deere’s digital ecosystem (Operations Center Web, Equipment Mobile, JD, and the AI-powered assistant).
• Close gaps between insights and action, driving setup, connectivity, and proactive outreach where dealers cannot reach.
• Build community learning and customer advocacy programs to enable peer-to-peer learning and amplify success.
• Identify drivers of adoption, renewal, and churn, surfacing insights to support product improvement and tactics.

Education

Bachelor’s degree or equivalent work experience

Job description

As a Customer Tech Implementation Lead within the Customer Success organization , located in Johnston, IA , you will own Deere’s Digital Customer Success operating model, ensuring customers consistently progress from digital connection and technology readiness to value realization, renewal, and advocacy, building the customer success capability Deere needs as its digital business scales toward 2030. You will discover, develop, and deploy the digital customer success model, reducing customer effort to value and increasing dealer efficiency by going direct to customer where and when it makes sense.

Own the Digital Customer Success workstream within the Customer Tech Implementation strategy to operationalize capabilities, report customer success outcomes to leadership, manage cross-functional governance forums and escalated strategic risks and opportunities

Benchmark customer success best practices and industry principles, and translate them into a customer engagement framework and Digital Customer Success playbook library

Design and scale intelligence-led customer success plays (onboarding, guided enablement, community, and targeted intervention), defining when customers are best served through Deere-led, dealer-led, or self-service paths

Provide day-to-day leadership for the Digital Customer Success team without direct people-management authority, onboarding new teammates, setting shared priorities and ways of working, aligning resources, and influencing peers to deliver measurable customer outcomes

Drive onboarding, utilization, value realization, retention, and renewals for premium digital products, with an initial focus on reducing churn and accelerating time-to-value

Grow meaningful engagement across Deere's digital ecosystem, including Operations Center Web, Equipment Mobile, and JD, Deere's AI-powered customer assistant, as the foundation for premium digital growth, establishing baselines and measuring behavior change after intervention

Close the gap between Organizational Health insights and customer action, driving setup, connectivity, and proactive outreach where dealers cannot reach

Build community learning and customer advocacy programs that enable peer-to-peer learning and amplify customer success

Identify key drivers of adoption, renewal, and churn, and surface customer insights to support continuous product improvement and implementation tactics

Partner across ISG and A&CS Product Management, Tech Comm, Region teams and dealers to deliver a connected, less siloed customer experience across Deere's digital ecosystem

VISA Sponsorship is NOT available for this position

What Skills You Need

• Builder Mindset: Thrives in ambiguity, with the ability to take an operating model from concept to execution: discover, define, develop, deliver
• Leadership & Influence: Ability to influence a team and across organizations without direct authority to drive aligned, cross-functional outcomes
• Technical Knowledge: Strong understanding of digital and precision technology, including connectivity, and data management systems
• Customer Knowledge: Ability to talk shop with customers, understand their operations, and identify how digital tools can help improve their results
• Data-Driven: Ability to use customer health signals and metrics such as effort to value (E2V), utilization, retention, and CSAT to prioritize action and measure impact
• Communication Skills: Excellent verbal and written communication skills, with the ability to deliver executive-ready updates and convey technical information to non-technical audiences

What Makes You Stand Out

• Familiarity with Deere digital products such as Operations Center, Equipment Mobile, PRO Service, and PRO Enterprise
• Demonstrated experience working directly with customers and dealers to accelerate technology adoption
• Experience applying customer success practices such as guided onboarding, health scoring, playbooks, community learning, and customer advocacy
• Experience building operating models, governance forums, and executive reporting from the ground up
• Demonstrated experience working broadly across John Deere, collaborating with multiple teams, functions, or business units to drive impact
• Experience using AI to turn customer data into proactive action and efficiency, and championing AI adoption across teams

Education

Ideally you will have a degree or equivalent related work experience in the following:

Bachelor’s degree or equivalent work experience