Enterprise Customer Success Strategist

2 months ago

Minnesota, United States Field Nation Full time
About the Role

Field Nation is seeking a highly skilled Enterprise Customer Success Strategist to join our team. As a key member of our customer success team, you will be responsible for driving business growth and customer satisfaction for our enterprise-level clients.

Key Responsibilities
  • Develop Strategic Relationships: Build and maintain strong relationships with executive-level customers and internal stakeholders to facilitate effective communication, influence outcomes, and drive change management.
  • Create Customer Success Plans: Develop and implement customer success plans that align with the company's goals and values, ensuring a meaningful customer experience for our most valuable clients.
  • Drive Business Transformation: Use data-driven insights to innovate and improve customer experiences and outcomes, driving business transformation at the enterprise level.
  • Act as a Central Point of Contact: Provide customer-facing leadership and evangelize engagement strategies and frameworks for measurable impact, effectively managing and inspiring cross-functional teams to drive customer success.
  • Uncover Opportunities for Deeper Engagement: Understand customer trends, overall sentiment, and ongoing business objectives to uncover opportunities for deeper engagement.
  • Play a Key Role in Onboarding High-Value Accounts: Identify the best path to value and adoption for high-value accounts, ensuring a seamless onboarding experience.
  • Deliver Desired Outcomes: Ensure customers are adopting best practices and achieving desired outcomes through Field Nation solutions.
  • Drive Quarterly Executive Business Reviews: Quantify value, calculate and communicate ROI, and drive business growth through data-driven insights.
  • Responsible for Retention and Adoption Strategies: Plan and implement retention and adoption strategies around lifecycle management and expected outcomes.
  • Ensure Customer Issues are Resolved Quickly: Act as the escalation point, owning customer issues through to resolution and ensuring timely resolution.
  • Manage and Facilitate Project Management: Coordinate and facilitate project management in conjunction with customers to achieve customer success milestones.
  • Champion Innovation: Share 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: Stay up-to-date on customer industries, product features, advantages, benefits, pricing, contract details, and value proposition for effective communication.
Requirements
  • 5+ Years of Experience: Proven track record of delivering measurable results in customer success, working with large enterprise customers and strategic accounts.
  • Experience Building Customer Relationships: Strong relationships with executive-level customers and internal stakeholders, with a proven ability to influence outcomes and drive change management.
  • Proven Experience in Driving Business Transformation: Experience driving business transformation at the enterprise level, using data-driven insights to innovate and improve customer experiences and outcomes.
  • Exceptional Organizational, Presentation, and Communication Skills: Excellent verbal and written communication skills, with a proven ability to present complex information in a clear and concise manner.
  • 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.
  • Self-Starter with a Demonstrated Record of Acquiring Knowledge: 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: Strong listening ability and persuasiveness to use appropriate interpersonal styles and communication methods.
  • Proven Ability to Be a Business Advisor: Proven ability to be a business advisor by creating valuable business partnerships with customers.
  • Exceptional Interpersonal Skills: Exceptional interpersonal skills, being able to be the customer's best friend and advocate.
  • Proven Ability to Synthesize and Draw Conclusions from Data: Proven ability to synthesize and draw conclusions from data, using data-driven insights to drive business growth and customer satisfaction.
  • Experience with Salesforce or Other CRM: Experience with Salesforce or other CRM, customer success, or practice management applications.
  • Knowledge of Google Tools: Knowledge of Google tools, such as Gmail, sheets, docs, drive, etc.
  • Intermediate Excel Skills: Intermediate Excel skills required.
About Field Nation

Field Nation is a leading provider of on-demand field service labor solutions. We are committed to helping businesses grow and succeed through our innovative platform and exceptional customer service.

We offer a flexible, highly collaborative, hybrid work environment and are looking for talented individuals to join our high-performance culture. If you are a motivated and results-driven professional looking for a new challenge, we encourage you to apply.

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