There are over 7 billion people on this planet. And by 2050, there will be 2 billion more... many moving into urban centers at an unprecedented rate. Making sure there is enough food, fiber and infrastructure for our rapidly growing world is what we're all about at John Deere. And it's why we're investing in our people and our technology like never before! Here the world's brightest minds are tackling the world's biggest challenges. If you believe one person can make the world a better place, we'll put you to work. RIGHT NOW.
John Deere is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to, among other things, race, religion, color, national origin, sex, age, sexual orientation, gender identity or expression, status as a protected veteran, or status as a qualified individual with disability.
Primary Location: United States (US) - Iowa - Johnston
Function: Customer & Product Support
Title: Customer Success Team Manager - 109882
Onsite/Remote:Onsite Position
As a Customer Success Team Mangerlocated in Johnston, IA, you will lead and manage a global team of 10 Customer Success Managers, fostering collaboration, innovation, and a results-driven culture. Recruit, onboard, and train team members, ensuring a deep understanding of John Deere’s SaaS offerings and advanced technologies. Set clear objectives, monitor team performance, and provide mentorship to drive professional growth. Metrics for Success: customer engagement scores, individual development plans completion, and customer retention rates. In addition, you will:
- Customer Success Strategy: Develop and implement scalable customer success strategies to maximize customer retention, satisfaction, and value realization. Innovate and iterate on processes for a new team, fostering agility and creativity in service delivery. Leverage metrics (e.g., NPS, utilization rates) to assess success and identify areas for improvement. Metrics for Success: Net Promoter Score (NPS), customer satisfaction scores, and customer retention rates.
- Technology Adoption and Utilization: Drive the adoption of advanced technologies like See & Spray, Combine Automation, and Premium Precision systems. Ensure customers and dealers are empowered through training and support, optimizing their use of John Deere’s offerings. Collaborate with internal teams (e.g., product, engineering) to align customer feedback with product enhancements. Metrics for Success: Utilization rates of technologies, training completion rates, and customer feedback scores.
- Dealer Network and Customer Collaboration: Partner with John Deere’s dealer network to enhance customer experiences and strengthen relationships. Serve as an escalation point for critical customer issues, ensuring timely and satisfactory resolution. Metrics for Success: Dealer readiness and engagement scores, resolution time for critical issues, and dealer satisfaction scores.
- Cross-Functional Collaboration: Work with marketing, sales, and support teams to align efforts and deliver seamless customer experiences. Act as a liaison between customers, dealers, and internal teams to advocate for customer needs. Metrics for Success: Cross-functional project completion rates, internal stakeholder satisfaction, and alignment on customer feedback.
VISA Sponsorship is NOT available for this position.
- Leadership: Ability to inspire and lead a diverse, global team.
- Customer Focus: A deep commitment to understanding and solving customer challenges.
- Innovation: A mindset to build and iterate processes for a new team.
- Technical Acumen: Familiarity with advanced agricultural technologies and SaaS offerings.
- Knowledge of See & Spray, Combine Automation, or Premium Precision solutions.
- Experience in agile methodologies or startup environments.
- Proven success in implementing scalable customer success strategies.
- Strategic framing: proven ability to develop structured approaches to thinking through problems to quickly identify and execute optimal solutions.
- Storytelling: high comfort and demonstrated track record of creating and delivering overviews of strategic plans, approaches and updates to capture feedback, drive alignment and cross org-support.
- 7 or more years of experience in customer success, customer support, or account management, preferably within a SaaS or technology company.
- Strong familiarity with precision agriculture technologies and/or John Deere products.
- Demonstrated ability to lead, mentor, and scale global technology teams.
- Experience working with dealer networks and managing B2B customer relationships.
- Ability to consume and analyze utilization data, and work towards a forecast of renewals.
Ideally you will have a degree or equivalent related work experience in the following:
- Bachelor’s degree in Business, Agriculture, Engineering, or related field.
What You'll Get
At John Deere, you are empowered to create a career that will take you to where you want to go while working in an inclusive team environment. Here, you'll enjoy the freedom to explore new projects, the support to think outside the box and the advanced tools and technology that foster innovation and achievement. Additionally, we offer a comprehensive reward package to help you get started on your new career path, including:
- Flexible work arrangements
- Highly competitive base pay and performance bonuses
- Savings & Retirement benefits (401K and Defined Contribution)
- Healthcare benefits with a generous company contribution in the Health Savings Account
- Adoption assistance
- Employee Assistance Programs
- Tuition assistance
- Fitness subsidies and on-site gyms at specific Deere locations
- Charitable contribution match
- Employee Purchase Plan & numerous discount programs for personal use
$136,884.00 - $205,320.00 + Benefits
Follow this link to learn more about our Total Rewards Package https://bit.ly/3XCd8fL
The information contained herein is not intended to be an exhaustive list of all responsibilities and qualifications required of individuals performing the job. The qualifications detailed in this job description are not considered the minimum requirements necessary to perform the job, but rather as guidelines.
The terms of the applicable benefit plans, and all company actions administering or interpreting these plans, continue to control. Deere & Company reserves the right to suspend, amend, modify, or terminate the Plan(s) in any manner at any time, including the right to modify or eliminate any cost-sharing between the company and participants. Changes, which can be made at any time, are made by action of the company's board of directors, or to the extent authorized by resolution of its board of directors, or by the Deere & Company Compensation Committee. In the event of a conflict between the language of the official Plan Documents and this document, the language of the official Plan Documents will control.
ACA Section 1557 Nondiscrimination Notice
The John Deere Health Benefit Plans for Salaried Employees and The John Deere Benefit Plan for Wage Employees comply with applicable Federal civil rights laws and do not discriminate on the basis of race, religion, color, national origin, sex, age, sexual orientation, gender identity or expression, status as a protected veteran, or status as a qualified individual with disability.
