Field Nation
Published
February 24, 2021
Location
Minneapolis, Minnesota
Job Type

Description

At Field Nation, we strive to maintain a balance between growing and retaining its existing customer base, while acquiring and developing new customers. A strong Customer Success team becomes the driving force of retention by focusing on adoption of the platform, driving value for the customer, reducing churn, impacting upsell, and increasing client satisfaction. Customer Success is constantly and strategically addressing client pain points to create happy and healthy customers. This position offers the opportunity to be in a fast-paced, high growth environment where new ideas are encouraged and collaboration is a must. This position is located in Minneapolis, MN (remote during Covid-19) and reports to the VP of Customer Success.

What you'll do:

    • Drive retention, adoption of growth in accounts by delivering and communicating value throughout the customer lifecycle
    • Uncover business needs through active listening and delivering solutions to address specific business pains
    • Deliver customized training according to buyer personas, industry and company size
    • Partner with Solution Engineers and Sales to enable successful onboarding of clients
    • Proactively focus on product best practices, pain points and efficiencies
    • Prioritize via advanced organizational skills to keep numerous customer initiatives and projects running simultaneously
    • Probe for detail through active listening to uncover business needs in order to present a solution to address specific business pains
    • Deliver KPIs include trainings, activity, customer cadence, Success Plans and Health Checks (QBRs)
    • Partner with appropriate Field Nation departments to resolve issues and enhance customer’s experience
    • Proactively qualify and notify appropriate AMs/AEs of potential upsell or growth opportunities
    • Proactively notify appropriate AMs/AEs and executives of risks within accounts that might compromise Field Nation’s relationship with the customer or its revenue stream
    • Lead product solution discussions to meet client’s business objectives to various client persona: Decision-makers, team managers, ground-level dispatchers
    • Serve as the customer advocate to internal teams, communicating new business requirements and technology enhancement requests for improved customer experience
    • Participate in cross functional GTM product launches and company initiatives as a representative of Customer Success team
    • Travel up to 10% post Covid-19

What you'll need:

    • 1+ years of previous customer service or successful account management experience
    • Experience successfully working with multiple departments to resolve customer issues
    • Proven success in solving problems
    • Ability to multitask and prioritize for multiple clients and projects
    • Strong customer facing skills and ability to build relationships quickly
    • Ability to dive into technical discovery independently, when necessary, but understands when to engage internal resources to gain the best understanding of client requirements
    • Strong presentation skills
    • Bachelor’s Degree in Business or related degree
    • Ability for light travel
Why Field Nation
At Field Nation, we are breaking the barriers to work and enabling the gig economy. We’re a tech company that offers a web-based marketplace solution for buyers and sellers of contract services to simply connect, work, and manage their business. We look for collaborators, innovators, and problem solvers to join us in our common purpose of changing the way work gets done. We were named a Top Workplace by the Star Tribune in 2017, 2018, 2019, and a Top 150 Workplace in 2020. We look to hire extraordinary people and provide them extraordinary benefits.
A snapshot of our perks and benefits for full-time employees:
- Unlimited/Flexible paid time off
- Annual vacation bonus – yes, we’ll pay you a bonus to take paid time off!
- Individualized growth and development plans to help you develop a deeper skillset and wider responsibility in your career
- Exposure to and experience with cutting edge technologies to solve meaningful problems in an entrepreneurial, scaling startup environment
- Company paid short-term and long-term disability and life insurance
- Medical, dental, and vision benefits with HSA option (to include a competitive employer contribution)
- Paid parental leave pay available
- Great work/life balance with a flexible, come-as-you-are environment
- Competitive 401k employer match and vesting schedule
- Free gym membership in our building’s new facility
- Open office space with tons of natural light in beautiful downtown Minneapolis, connected to the Minneapolis skyway system, close to public transportation hubs, and many popular food options

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