Customer Success Liaison

1 week ago

Fresno, California, United States FieldClock Full time

FieldClock, a fast-growing AgTech start-up based in California, is seeking an experienced Customer Success Manager to join its team. This role involves leading from the trenches and collaborating with cross-functional leaders to deliver exceptional customer experiences.

The ideal candidate will be passionate about using analytical skills to identify problems, find solutions, and improve relationships. With relevant customer-facing experience and a track record of analyzing and optimizing usage, adoption, and revenue for high-value customers, this individual will excel in proactively managing top-tier customers to ensure they are maximizing FieldClock features.

Key Responsibilities:

  • Customer Relationship Management: Be a local presence for top customers, serve as a dedicated single point of contact, and own the entire relationship, including onboarding, implementation, ongoing training, adoption, retention, and satisfaction.
  • Strategic Advisory: Establish trusted relationships as a strategic advisor to help ensure the continued value of FieldClock's products and services.
  • Communication and Collaboration: Effectively communicate with internal and external senior managers to understand customer needs, maximize retention and growth, and share learnings.
  • Metric Maintenance: Maintain existing customer success metrics and data as directed responsibilities.
  • Scheduled Interactions: Own the following Scheduled Interactions: defined onboarding process for new customers, monthly status meetings, annual on-site visits, executive business reviews (2-4 times per year), regular health checks, and regular product training.
  • Unscheduled Interactions: Own the following Unscheduled Interactions: data-driven interactions, emergency situations, more service tickets than usual, declining usage, overdue invoices, poor satisfaction surveys or NPS scores.

Requirements:

  • Location: Must live in California with the ability to travel within the state.
  • Product Expertise: Become proficient with FieldClock's tech stack, especially HubSpot.
  • Customer Facing Skills: Excellent customer-facing skills, with strong verbal and written communication skills, strategic planning, and project management abilities.
  • Experience: Three to five years of experience in communications, marketing, sales, account management, or customer success.
  • Analytical Mindset: An analytical and process-oriented mindset, with the ability to work effectively across multiple departments in a deadline-driven environment.

Preferred Skills:

  • Language Fluency: Fluent in Spanish.

Estimated Salary: $80,000 - $120,000 per year, based on location and experience.

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