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
Orchestrating Customer Success
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
Collaborating on Customer Success
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
You Might Be a Good Fit If You Have
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
Why We Think You'll Love It Here
Unlimited paid time off
Annual vacation bonus - yes, we’ll pay you a bonus to take paid time off!
Exposure to cutting-edge technologies to solve meaningful problems
$113,000 - $133,000 a year
At Field Nation, we share the value of transparency and enable this during our recruiting process. We believe it’s important to share the compensation range to best understand the full opportunity of a role! We select our initial range based on reliable compensation survey data. Other factors we consider in setting the specific pay for an individual will generally include, among other things, experience, specialized skills, work location, and internal equity to provide competitive offers. Additionally, every role is eligible for variable pay dependent on the position. As an agile and growing organization, the business needs may change. This may result in us hiring someone with less or more experience than the job description states. If that does happen, we will communicate the updated salary range and the new role to you as a candidate. The range stated below is a starting point of the compensation conversation, we’d like to hear what your compensation expectations are too!
Base Salary Range | Minnesota or other Zone 3 | $113,000 - 133,000
On-Target Earnings Range Begin At | Minnesota or other Zone 3 (similar metros in the US) | $163,000 - 183,000
Customer-facing compensation includes base salary and variable compensation, together this equates to on-target earnings.
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.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Software Development
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