Customer Success Executive

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 is this role important to Field Nation?

 This is an exciting role that will help create strategic bonds with our enterprise level FN customers and will fuel customer success, retention, growth, renewal, and advocacy. We strive for our customers to realize success and transform their business through the adoption of our FN solutions. The Customer Success Executive is responsible for the satisfaction, retention, and health of key enterprise accounts as well as customer-facing leadership to evangelize mutual success plans, engagement strategies and frameworks for measurable impact. You will use strong executive presence and have a deep understanding of IT field service and on-demand labor platforms, applying diverse sources of information, especially business trends and metrics, towards innovative customer experiences. Success in the role will require excellent communication, influence, facilitation, and organizational skills to collaborate effectively with FN’s customers and internal business partners. In addition, the Customer Success Executive will work to anticipate customer concerns or challenges proactively and implement or create best practices to address them.

What you'll get to do:

• Develop strong relationships with Executive level customers and internal stakeholders to facilitate effective communication, influence outcomes, and drive change management. 
• Create a meaningful customer experience for our most valuable customers by having a clear  understanding of and objectives to create a mutual success plan  that align with the company's goals and values.
• Understand  business trends, metrics, and performance indicators, and use data-driven insights to innovate and improve customer experiences and outcomes
• Act as the central point of contact throughout the Customer’s lifecycle. Provide customer-facing leadership and evangelize engagement strategies and frameworks for measurable impact, to effectively manage and inspire cross-functional teams to drive customer success
• Uncover opportunities for deeper engagement by understanding their trends, overall sentiment, and ongoing business objectives
• Play a key role onboarding high value accounts,  identifying the best path to value and adoption
• Deliver desired outcomes by ensuring the customer is adopting the best practices that Field Nation solutions have to offer
• Drive quarterly Executive Business Reviews; quantifying value; calculating and communicating ROI
• Responsible for planning and implementing retention and adoption strategies around lifecycle management and expected outcomes
• Ensure any customer issues are resolved quickly and act as the escalation point by owning the customer's issue through to resolution
• Ability to manage, coordinate, and facilitate project management in conjunction with the customer to achieve customer success milestones
• Champion innovation by sharing industry thought leadership and new ways your customers can use Field Nation solutions to advance and evolve their transformation to an on-demand field service labor model 
• Maintain practitioner level knowledge on customer industries as well as product features, advantages, benefits, pricing, contract details and value proposition for effective communication

• Represent the voice of the customer to inform our product roadmap
• Monitor and influence product usage, customer engagement and satisfaction
• Partner with Account Management and field sales colleagues to implement growth strategies within targeted accounts
• Facilitate internal meetings and cross-functional, solution-driven efforts related to assigned customer portfolio
• Involve Field Nation executives as appropriate in order to create executive-level alignment between Field Nation and our customers

• 5+ years experience in customer success working with large enterprise customers and strategic accounts with a proven track record of delivering measurable results 
• Experience with building customer relationships across organizations from C-level to end-user
• Proven experience in driving business transformation at the enterprise level
• Experience in IT Field Service and On-Demand Labor platforms preferred
• Exceptional organizational, presentation, and communication skills, both verbal and written 
• A proven track-record of being passionate about making others successful
• A history of being a compassionate problem solver with excellent communication skills, attention to detail, and a strong passion for user experience and customer happiness
• A self-starter with a demonstrated record of acquiring knowledge above and beyond what is needed to complete assigned tasks
• Strong listening ability and persuasiveness to use appropriate interpersonal styles and communication methods
• Proven ability to be a business advisor by creating valuable business partnerships with Customers
• Exceptional interpersonal skills; being able to be the customer's best friend and advocate
• Proven ability to synthesize and draw conclusions from data
• Experience with Salesforce, or other CRM, Customer Success or Practice Management application
• Knowledge of Google Tools (Gmail, sheets, docs, drive, etc.)  preferred
• Intermediate Excel skills required

• 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 WA, OR, AZ, UT, CO, TX, NE, KS, MN, WI, IL, IN, MI, OH, KY, VA, NC, SC, GA + FL.

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