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Customer Success Manager

1 week ago

Fresno, California, United States FieldClock Full time
Job Description Job Description Customer Success Manager Job Description
*Must live in California with the ability to cover the Central Valley*

FieldClock is a fast-growing AgTech start-up searching for flexible go-getters who welcome the challenges of a growing business. We're specifically looking for a Customer Success Manager who will roll up their sleeves and lead from the trenches. As a key member of the team, the CSM will help craft our customer success strategies, building strong relationships with our top tier customers and collaborating with cross functional leaders internally to deliver consistently excellent customer experiences.

The ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. To succeed in this role, the candidate should have relevant customer facing experience and a track record of analyzing and optimizing usage, adoption and revenue for current high dollar customers.

At FieldClock, we distinguish Customer Success as proactive support and Customer Service as reactive support. The primary focus for the CSM is to proactively manage our top tier customers to ensure they are maximizing their FieldClock features, receive continuous training for existing and new staff and build good will on a regular basis.

Objectives of this role:
  • Be a local presence for our top customers
  • Serve as the dedicated single point of contact for assigned customers
  • Own the entire relationship with assigned customers, including onboarding, implementation, ongoing training, adoption, retention, and satisfaction
  • Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services
  • Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings
  • Maintain existing customer success metrics and data as directed responsibilities
  • Own the following Scheduled Interactions:
    • Defined onboarding process for new customers
    • Monthly Status Meetings
    • Annual on site visit
    • Executive Business Reviews (2x-4x per year)
    • Regular health checks
    • Regular product training
  • Own the following Unscheduled Interactions:
    • Data driven
    • Emergency
    • More service tickets than usual
    • Declining usage
    • Overdue invoices
    • Poor Satisfaction Survey or NPS Score
  • Become proficient with our tech stack, especially HubSpot
  • Take ownership of becoming a Product Expert
  • Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both
  • Review the customer journey, determine how it's supported, and use a consultative approach to help clients overcome issues and achieve their goals
  • Prepare documentation or visuals of campaign performance for client; analyze trends in CSAT and NPS scores to identify areas for improvement
  • Work with sales and marketing teams to boost customer referrals and develop case studies
Required skills and qualifications:
  • Must live in California with the ability to travel within the state
  • Product Expert
  • Excellent customer facing skills
  • Tech savvy (Our tech stack includes : HubSpot, Slack, Zoom, Loom)
  • Three to five years of experience in communications, marketing, sales, account management, or customer success
  •  Strong skills in verbal and written communications, strategic planning, and project management
  • Analytical and process-oriented mindset
  • Ability to work effectively across multiple departments in a deadline-driven environment
  •  Active team player, self-starter, and multitasker who can quickly adjust priorities

Preferred skills and qualifications
  • Fluent in Spanish

***Agricultural experience is strongly preferred***