Customer Success Specialist II (FieldRoutes)

Customer Success Specialist II
Get to know us:
We're FieldRoutes, one of the most recognized providers of operations software and integrated marketing solutions for the pest control and lawn care service industries. Backed by ServiceTitan, the world's leading provider of software for field service trades, our cloud-based and mobile solutions make life easier for field service professionals, allowing them to accelerate growth, streamline their operations, increase customer retention, and maximize revenue.
When you join our team, you'll be bringing your talents to one of the fastest-growing companies in the US with an award-winning culture that's been recognized by Inc. Magazine and Forbes. Trusted by over 1,700 field service companies across thousands of locations, our software helps clients manage upwards of a billion dollars in revenue so they can better serve their customers and communities. Our partnership with ServiceTitan has enabled us to accelerate investment in our technology and people while maintaining our flexible culture.
Ready to make your career move?
The Customer Success team is responsible for managing the existing relationships within the marketing suite of FieldRoutes. We provide objective and appropriate accountability for our pest control, lawn care and pool care customers. FieldRoutes is looking to add a Customer Success Specialist to its growing team.
As a Customer Success Specialist for the marketing suite, you will be responsible for managing existing customer relationships and providing objective and appropriate accountability, but you will also be assisting more seasoned Customer Success Managers with their accounts. Additionally, you will:
What you'll do:

• Analyze reports and metrics to determine the best course of action for our customers based on their goals and company strategies
• Provide periodic reports and analytics to customers
• Stay current on the latest search engine changes and their effects on marketing initiatives
• Develop, maintain, and strengthen customer relationships
• Monitor customer health, identify and mitigate account-level risks and upsell opportunities, align product and customer roadmaps, and deliver customer renewals promptly
• Manage and resolve all urgent customer issues, escalating to internal teams as necessary
• Build and maintain a thorough understanding of our products and any new products as they are developed

What you'll bring:

• Highschool diploma with some college in business, marketing or related field is preferred
• 1+ years' experience in customer service, sales, marketing, or related roles
• Experience with and good knowledge of using Google Tools including Google Analytics, Search Console, and Search Engine Optimization
• Strong phone presence and experience working virtually
• Demonstrated ability to build strong and lasting relationships while being committed to delivering outstanding customer care
• Self-driven and results-oriented with a positive outlook and a focus on quality
• Demonstrate high-level problem solving and analytical skills and excel under pressure
• Ability to influence through persuasion, negotiation, and consensus-building
• Experience working with Salesforce.com or similar CRM
• Knowledge of Microsoft Office: Outlook, Excel, and PowerPoint or G-suite productivity tools as well as web presentation tools

Be Human With Us:
Being human isn't about checking every box on a list. It's about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we're solving. We're in this together. Come be human, with us.
What We Offer:
When you join our team, you're not just accepting a job. You're making a career move. Here's how we'll support you in doing some of the most impactful work of your career:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.
• Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to Headspace, Galileo, One Medical, Ginger and more.
• Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.