What are the responsibilities and job description for the Director Customer Onboarding; Learning Enablement position at Trimble and Careers?
As the Director, Global Customer Onboarding; Learning & Enablement AECO, you are the primary architect of the customer’s journey from "contract signed" to "fully enabled." Reporting to the Global VP of Professional Services and Customer Onboarding, you will translate global strategy into regional execution. You will lead a worldwide organization responsible for the global implementation methodology, the digital learning ecosystem, and the internal enablement of our Professional Services (PS) teams and partners. Your goal is to build a unified, scalable onboarding engine that accelerates Time-to-Value (TTV) and secures long-term product adoption across all international markets.
Key Responsibilities:
Global Onboarding Strategy & Standardization
- Unified Methodology: Design and govern a single, world-class onboarding framework that is adaptable across different languages, cultures, and regional AECO regulations.
- Process Automation: Partner with Product and Engineering to build "automated onboarding" features, reducing manual setup time and allowing the team to focus on high-value consulting.
- Journey Mapping: Define the global "success milestones" for Enterprise, Mid-Market, and Scale customers to ensure a consistent global experience.
Global Learning & Digital Enablement
- LMS & Curriculum: Own the AECO Customer Onboarding strategy and budget for the Global Learning Management System (Docebo). Oversee the creation of multilingual training paths for global customers on our products and project management workflows.
- Certification Programs: Establish the global standards for customer and partner certifications, ensuring a high bar for implementation quality worldwide.
- On-Demand Strategy: Shift the needle from instructor-led training to scalable, digital-first learning content to increase reach and profitability.
- Partner Governance: Set the technical standards and audit processes for the Global Partner Implementation Ecosystem.
- Internal Readiness: Own the "New Hire" and "Continuous Learning" programs for the Global Professional Services team, ensuring consultants are experts on new product releases before they hit the market.
Strategic Education Strategy for Paid Training & Revenue Accountability
- World-Class Curriculum Design: Direct the creation of industry-leading, paid training programs tailored to AECO personas (e.g., BIM Managers, Project Executives, Finance Executives, etc).
- Global Certification Program and Subscription Based Learning: Build and monetize a tiered certification ecosystem (Associate, Professional, Expert) that becomes the industry standard for your platform. Develop and scale a recurring revenue model for "Continuous Learning" platforms, ensuring customers pay for ongoing access to updated AECO workflow content.
- Global Training P&L and Monetization Strategy: Full accountability for the Training business unit’s revenue and gross margin. You will manage the balance between "high-touch" (instructor-led) and "high-margin" (digital/on-demand) revenue streams. Define the pricing and packaging of global training credits, certification programs, and premium "Enablement-as-a-Service" subscriptions.
- Utilization of Training Resources: Partner with the VP and Sr. Directors to monitor the billable utilization of Global Trainers and Consultants to ensure the organization remains profitable while meeting customer demand.
- Revenue Forecasting: Provide monthly and quarterly forecasts for training revenue, ensuring alignment with global sales cycles and product launch dates.
- Blended Learning Delivery: Oversee the delivery of diverse training formats:
- Public Classrooms: High-margin virtual sessions for multiple customers.
- Private Custom Workshops: High-touch, bespoke sessions for Enterprise Tier-1 clients.
- Digital-Only Paths: Scalable, automated revenue through the LMS.
Global Systems & Infrastructure (Tech Stack)
- PSA & LMS Integration: Partner with the Corporate Enablement Organization, the Trimble Digital Transformation organization, and the AECO Customer Experience Operations team to oversee the integration between the Professional Services Automation tools (Kantata/Rocketlane), the Training Management System for ILT/VILT (Administrate) and our Learning Management System (Docebo) to ensure and end to end workflow of training and enablement sold, administered and student progress and certifications.
- Reporting & Dashboards: Partner with the BI and Analytics team to establish a global "Learning Scorecard" that correlates paid training completion with higher product adoption and lower customer churn.
Leadership & Organizational Scale
- Geographically Dispersed Teams: Recruit and lead a global team of Onboarding Managers, Instructional Designers, and Trainers across multiple time zones.
- Strategic Alignment: Collaborate with the VP of Global PS and Regional Sr. Directors to ensure the onboarding strategy supports regional revenue and margin goals.
Requirements:
- Experience and Strategic Leadership: 8 years in Customer Onboarding, Implementation, or Professional Services Enablement within a B2B SaaS environment, with a track record of running training as a profitable business unit rather than a cost center.
- AECO Domain Knowledge: Deep familiarity with Architecture, Engineering, and Construction workflows and the digital transformation challenges within these sectors.
- Financial Acumen: Proven experience managing a multi-million dollar training P&L with a focus on maximizing gross margins through digital scalability.
- Global Scale: Experience managing international tax, currency, and language requirements for global training delivery.
- Methodology Mastery: Deep knowledge of instructional design (ADDIE, SAM) and project management (PMP, Agile).
- Systems Fluency: Hands-on experience with LMS platforms, Customer Success software (Gainsight, ChurnZero), and Onboarding tools (Rocketlane, GuideCX).
- Tech Stack: Proficiency in PSA tools (e.g., Kantata, FinancialForce/Certinia) and CRM (Salesforce).
- Communication: Exceptional ability to simplify complex technical concepts into "lightbulb moments" for users.
- Proven ability to influence Product/Engineering roadmaps based on implementation friction.
- Legal/Contractual: Experience reviewing Statements of Work (SOWs) and Master Service Agreements (MSAs).
- Education: Bachelor’s degree in Education, Engineering, or a related field.
- Travel: Ability to travel approximately 30%; domestic and internationally. Valid Passport required.
Compensation: Trimble provides the following compensation range and general description of other compensation and benefits that it in good faith believes it might pay and/or offer for this position. This compensation range is based on a full time schedule. Trimble reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, or federal law.
Hiring Range
$115,600.00–$158,900.00
Pay Rate Type
Salary
Bonus Eligible?
Yes
Commission Eligible?
NoBenefits: Trimble offers comprehensive core benefits that include Medical, Dental, Vision, Life, Disability, Time off plans and retirement plans. Most of our businesses also offer tax savings plans for health, dependent care and commuter expenses as well as Paid Parental Leave and Employee Stock Purchase Plan. If this position is identified above as commission- or bonus-eligible, the terms of the commission plan or discretionary bonus plan for which you are eligible will be provided following the employee start date.
How to Apply: Please submit an online application for this position by clicking on the ‘Apply Now’ button located in this posting.
Application Deadline: Applications could be accepted until at least 30 days from the posting date.
At Trimble, we are committed to fostering a diverse, inclusive, and equitable workplace where everyone can thrive. Guided by our core values—Belong, Innovate, and Grow—we embrace and celebrate differences, knowing they make us stronger and more innovative. We are proud to be an equal opportunity employer, welcoming individuals of all backgrounds and advancing opportunities while embracing race, color, gender identity, sexual orientation, religion, disability, veteran status, or any other protected and diverse characteristic. We are committed to offering our candidates and employees with disabilities or sincerely held religious beliefs the ability to seek reasonable accommodations in accordance with applicable law and/or where it would not constitute undue hardship for Trimble. For more, please see Trimble's Code of Business Conduct and Ethics at
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, under “Corporate Governance.”
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Salary : $115,600 - $158,900