Customer Success Specialist at Field Nation | Powderkeg

Location: Minnesota

Employment Type: Full-time

Team: Customer Success

**Why is this role important to Field Nation? **

At Field Nation , we strive to deliver an engaging customer experience all while growing and retaining our existing customer base and developing our new customers. Our strong Customer Success team is the driving force behind customer retention and platform adoption. As a Customer Success Specialist, you’ll focus on driving value for the customer, reducing churn, impacting upsell, and maximizing each client's potential for success. Customer Success strategically addresses pain points to create happy and healthy customers. This position offers the opportunity to be in a fast-paced, high growth environment where collaboration is key and new ideas are encouraged. This position is located in Minneapolis, MN and reports to the Customer Success Team Manager.

What you'll do:

  • Drive retention, adoption, and growth in accounts by understanding the customer’s definition of success and delivering value throughout the customer lifecycle
  • Uncover business needs and understand your customer’s KPI’s in order to deliver solutions to address pain points and help the customer achieve their goals
  • Maintain practitioner level knowledge on customer industries as well as product features, advantages, benefits, contract details and selling points for effective communication
  • Deliver customized training according to customer personas, industry and company size
  • Build customer relationships that enable the proactive sharing of product best practices, uncovering of new pain points and customer efficiencies
  • Use your advanced organizational skills to prioritize effectively, based on improving or failing customer health
  • Manage and maintain numerous customer initiatives and projects
  • Deliver consistent customer touchpointings to include regular cadence calls, training, Executive Business Reviews (EBR’s) and other value-add touchpoints as appropriate for your customers
  • Proactively identify and qualify potential upsell or growth opportunities
  • Lead product solution discussions to meet customer’s business objectives to various customer personas: 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 including our Product Champion and Voice of Customer (VOC) processes
  • Participate in cross functional GTM product launches and company initiatives as a representative of Customer Success team
  • Travel up to 10%

What you will need:

  • 1+ years of experience in Customer Success or equivalent history in building customer relationships with focus on increasing customer satisfaction, adoption, and retention
  • Embody our core values: Do right by your customer, strive to win together, have the nerve to act, and embrace the journey!
  • Proven problem solving skills
  • Strong time-management and proven ability to prioritize effectively in a fast-paced environment
  • Strong verbal and written communication skills
  • Proven ability to be a trusted advisor by creating valuable business partnerships with Customers
  • Proven ability to deliver measurable results
  • Ability to dive into technical discovery independently, when necessary, but understands when to engage internal resources to gain the best understanding of client requirements
  • Bachelor’s Degree or any equivalent combination of experience and training that provides the required knowledge, skills and abilities

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've been named a Top Workplace by the Star Tribune each year since 2017and we were named a Best Place to Work by the Minneapolis/St Paul Business Journal in 2021. 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

We require candidates to complete a criminal background check at the offer stage of our interview process.

Job Summary
  • Job Title
    Customer Success Specialist
  • Company
    Field Nation
  • Location
    Minneapolis, MN
  • Employment Type
    Full time
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