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Manager, Customer Success

Company: FieldEdge
Location: Fort Myers
Posted on: August 14, 2019

Job Description:

OVERVIEWFieldEdge is the leading provider of field service management solutions to the mechanical contractor market. The platform and mobile application has helped thousands of service-based organizations increase sales performance and overall workforce productivity by managing all aspects of their daily operations.DESCRIPTIONWere looking for a hands-on, enthusiastic and passionate leader to manage our Customer Success team. You will be measured on revenue growth, customer satisfaction, customer retention and customer reference-ability. You will be responsible in managing the programs to engage, retain and help enable our customers fully utilize FieldEdge. You will work to strategically identify ways to measure and improve customer adoption, training, cross-selling & upselling, and retention. Ultimately, you will ensure that our customers feel the love for our company and products.You should be a hands-on leader who enjoys coming up with creative and innovative ideas to increase revenue and drive retention. You must come to us with experience and proven results managing a team of customer success managers or account managers. You can think outside the box and have a deep understanding of what customer success means, both quantitatively and qualitatively.We are looking for someone with a track record of Customer Success achievements, and an entrepreneurial spirit to build and lead a Stevie Award winning team in providing world class experiences to our clients.This role will be located in our Fort Myers, FL headquarters.Responsibilities:

  • Own customer retention you will maintain a live pulse on all client health statuses, and use tact and diplomacy to defend FieldEdge against churn
  • Optimize processes you will bring best-in-class expertise in originating, planning, and executing on Customer Success initiatives
  • Drive customer adoption you will develop a deep understanding of our clients (their industriesbusiness goals, pain points, personalities) and conduct proactive outreach / check-ins to provide business analytics, suggest best practices, and promote untapped modules within FieldEdge
  • Build customer advocates using your superior relationship management skills, you will develop strategic client partnerships and build a loyal client base that actively advocates for FieldEdge
  • Team management you will own KPI reporting, coach and advise the team on meeting targets, and report team performance to senior management
  • Work successfully with cross-functional teams (Marketing, Sales, Product) around customer success initiatives
  • Act as the voice of the customer by collecting popular feature requests and creating business reasons to prioritize requests on the product roadmapRequirements:
    • Bachelors degree business or technology degrees preferred
    • 3-5 years of experience in customer success role at SaaS company preferred
    • Strong business acumen
    • Proven record of providing top class customer service
    • Exceptional ability to develop and maintain relationships with wide range of personalities
    • Strong organizational and project management skills
    • Technical aptitude quick to develop a deep understanding of new software
    • A history of going above and beyond
    • Team player with an entrepreneurial spiritBenefits:
      • Start-up culture for those looking to work hard and develop in a rewarding career with growth opportunities
      • Competitive salaries with performance based compensation and incentive program
      • Comprehensive benefits package, including medical, dental, life and disability insurance
      • 401k plan with company matching
      • Catered lunches, free snacks and drinks and many other perks

Keywords: FieldEdge, Fort Myers , Manager, Customer Success, Executive , Fort Myers, Florida

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