Customer Success Manager

Who we are:

Field Nation brings companies and service professionals together through an integrated, easy-to-use platform. We support businesses looking to grow their service offerings while also empowering technicians to leverage their skills on their own terms. Our mission is to help the service delivery industry do great work, and we live that mission by doing great work for the companies and service professionals that depend on us.

Why this role is important to Field Nation:

Our strong Customer Success team is the driving force behind customer retention and platform adoption. As a Customer Success Manager, you’ll focus on driving value for the customer, reducing churn, impacting upsell, and maximizing each client's potential for success. Customer Success strategically addresses pain points to create happy and healthy customers.

What you'll get to do:

• Drive retention, adoption, and growth in accounts by understanding the customer’s definition of success and delivering value throughout the customer lifecycle
• Uncover business needs and understand your customer’s KPI’s in order to deliver solutions to address pain points and help the customer achieve their goals
• Maintain practitioner level knowledge on customer industries as well as product features, advantages, benefits, contract details and selling points for effective communication
• Deliver customized training according to customer personas, industry and company size
• Build customer relationships that enable the proactive sharing of product best practices, uncovering of new pain points and customer efficiencies
• Use your organizational skills to prioritize effectively, based on improving or failing customer health 
• Manage and maintain numerous customer initiatives and projects 
• Deliver consistent customer touchpoints to include regular cadence calls, training, Executive Business Reviews (EBR’s) and other value-add touchpoints as appropriate for your customers 
• Proactively identify and qualify potential upsell or growth opportunities
• Lead product solution discussions to meet customer’s business objectives to various customer personas: Decision-makers, team managers, ground-level dispatchers
• Serve as the customer advocate to internal teams, communicating new business requirements and technology enhancement requests for improved customer experience including our Product Champion and Voice of Customer (VOC) processes
• Participate in cross functional GTM product launches and company initiatives as a representative of Customer Success team
• Travel up to 10%

You might be a good fit if you have:

• 1+ years of experience in Customer Success or equivalent history in building customer relationships with focus on increasing customer satisfaction, adoption, and retention
• Strong time-management and proven ability to prioritize effectively in a fast-paced environment 
• Proven ability to be a trusted advisor by creating valuable business partnerships with Customers
• Proven ability to deliver measurable results
• Ability to dive into technical discovery independently, when necessary, but understands when to engage internal resources to gain the best understanding of client requirements

Why we think you'll love it here:

• Unlimited paid time off
• Annual vacation bonus - yes, we’ll pay you a bonus to take paid time off!
• Individualized growth + development plans
• Strong values around work/life balance
• Community involvement opportunities
• Competitive benefits: medical, dental, vision, paid parental leave + 401K
• Exposure to cutting-edge technologies to solve meaningful problems

Come as you are:

At Field Nation, we believe work is about more than checking the right boxes. If you don’t meet 100% of the requirements for this role, but still feel you’d be a good fit, we want to hear from you! We review all applications and may even have another open position where you are the perfect fit.

Field Nation offers a flexible, highly collaborative, hybrid work environment. We are looking for people to join our high performance culture in the states of Minnesota, Wisconsin, Texas, Georgia, Nebraska, North Carolina, Ohio, Arizona, Washington, Oregon, Michigan, Illinois, Florida, Colorado + Virginia.

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