Strategic Accounts CSM — Remote & Impactful Training

John Deere; Moline (IL); Remote; USD 80,000 - 120,000; Full time

Benefits offered by this job

Competitive base pay

401K and defined contribution

Healthcare benefits

Adoption assistance

Employee Assistance Programs

Tuition assistance

Fitness subsidies and on-site gyms

Charitable contribution match

Employee Purchase Plan

Job summary

John Deere is seeking an Independent Rental Company (IRC) Customer Success Manager for the Strategic Accounts Group (Remote). This role focuses on enhancing customer satisfaction, training, and product support capabilities for Deere/C&F products, with up to 50% travel and a strong emphasis on collaboration with dealers and factories.

Responsibilities include resolving issues, training, warranty and PIP management, and being the primary technical liaison for Deere products.

Qualifications

• Interpersonal communications, negotiation, and conflict resolution skills are required.
• Understanding of Customer Support processes and tools.
• Understanding of machine systems and diagnostics.
• Knowledge of heavy construction products, customers, markets and competitors.
• Knowledge of dealers and other channels.
• Knowledge of dealer product support capacity and competencies.
• Ability to travel domestically, up to 50%.

Responsibilities

• Resolve product, process and performance issues with customers/channel partners and communicate with factories on appropriate issues and solutions.
• Manage efforts in developing customers' product support capabilities to improve customer satisfaction
• Deliver product training, technical, and/or management/systems training to customers and company employees
• Manage warranty cost, policy cost & Product Improvement Program (PIP) execution
• Serve as the primary technical representative and/or assist with technical problem resolution on all Deere products including OEM engines and Agriculture products
• Leverage technology and other available resources/data to improve customer experience, increase uptime, and lower customers' total cost of operation (TCO)

Skills

Interpersonal skills

Negotiation

Conflict resolution

Customer support processes

Machine systems knowledge

Heavy construction product knowledge

Dealer network knowledge

Dealer support capacity knowledge

Domestic travel ability

Education

Bachelor's Degree in Engineering/Technology, Business/Management, Marketing, Education, or related area of study or related experience

Job description

John Deere is seeking an Independent Rental Company (IRC) Customer Success Manager for the Strategic Accounts Group (Remote). This role focuses on enhancing customer satisfaction, training, and product support capabilities for Deere/C&F products, with up to 50% travel and a strong emphasis on collaboration with dealers and factories.

Responsibilities include resolving issues, training, warranty and PIP management, and being the primary technical liaison for Deere products.