Customer Success Strategist

14 hours ago

Minnesota, United States Field Nation Full time
Customer Success Executive

Field Nation is seeking a highly skilled Customer Success Executive to join our team. As a key member of our customer-facing organization, you will be responsible for driving customer success, retention, and growth across our enterprise-level accounts.

Key Responsibilities:
  • Develop and maintain strong relationships with executive-level customers and internal stakeholders to facilitate effective communication, influence outcomes, and drive change management.
  • Create meaningful customer experiences by understanding customer objectives and developing mutual success plans that align with Field Nation's goals and values.
  • Utilize data-driven insights to innovate and improve customer experiences and outcomes, ensuring customers achieve maximum value from our solutions.
  • Act as the central point of contact throughout the customer lifecycle, providing customer-facing leadership and evangelizing engagement strategies and frameworks for measurable impact.
  • Uncover opportunities for deeper engagement by understanding customer trends, overall sentiment, and ongoing business objectives.
  • Play a key role in onboarding high-value accounts, identifying the best path to value and adoption.
  • Deliver desired outcomes by ensuring customers adopt best practices offered by Field Nation solutions.
  • 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 customer issues are resolved quickly and act as the escalation point by owning the customer's issue through to resolution.
  • 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 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.
Requirements:
  • 5+ years of experience in customer success working with large enterprise customers and strategic accounts with a proven track record of delivering measurable results.
  • Experience building customer relationships across organizations from C-level to end-user.
  • Proven experience 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.
What We Offer:
  • 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.

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