Customer Success Representative - Onboarding

Overview

Field Flo is excited to add a Customer Success Rep to our team. Candidates should have knowledge of the subcontractor verticals in the construction industry, have strong project management and SaaS implementation experience and take a proactive, customer-centric approach. This role is remote in the US, allowing the candidate to work from a US location of their choosing.

The Customer Success team is an integral part of fulfilling our mission to enable customers streamline and optimize their daily operations. Many of our customers are business owners and/or innovative contractors where their time and money is critically valuable. Ensuring that we’re supporting their goals with a sense of compassion and urgency is a core expectation of every member of our team.

• Lead the onboarding of new clients.
• Work closely with Field Flo development team and partners to ensure customers are successfully integrated
• Train new and existing customers on the capabilities of Field Flo
• Proactively engage clients to drive product adoption and optimal product experiences
• Develop & maintain relationships with key customer champions
• Manage client and project communications- be a leader driving the project plan and sharing best practices of how your customers can mobilize the functionality
• Track customer usage metrics and respond to any customer deployment or product issues
• Take ownership of technical issues, responding in a timely manner, and working with cross-functional teams to document problem resolution steps
• Manage escalations and expectations for both the client and internal personnel
• Facilitate a smooth hand-over from sales to service
• Create and share materials to support internal and external marketing
• Advocate for the customer, champion their success, drive renewals and expansions
• Drive usage throughout customer organizations including growing usage across teams, departments as well as the adoption of product features to achieve the customer’s goals
• Collaborating with the Customer Success team to build a thriving department and foster the overall success of the company and the people we serve
• Advocating for the ongoing needs and goals of the customer internally - gathering feedback from customers and understanding both how to meet them where they are and also how to help get them where they want to go.

• 3+ years experience in customer success or related work, with significant experience working at or with a construction/subtractor company.
  
  Experience working with the office staff as well as the field teams is a must-have, and experience working with Field Flo or comparable software is a plus!
• Experience with technology and able to learn new technologies quickly; direct experience with SaaS application support
• Customer-focused, enthusiastic, positive, and service-oriented
• Ability to prioritize, multi-task, and perform effectively under pressure
• Skilled at problem-solving, decision making, negotiations, and ability to navigate challenging situations in a professional manner
• Superior communications skills (presentation, written, and verbal) and demonstrated ability to communicate/present effectively at all levels of the organization including the C-suite
• Ability to travel to industry trade shows as needed
• Bi-lingual in English and Spanish is a bonus but not required

• A team that’s smart, honest, supportive, and fun
• Strong onboarding plus continuous coaching and development support.
• Competitive base salary + performance-based incentives.
• Real work/life balance. We run on trust and an honor-system PTO model.
• Benefits including computer, health insurance, and a cell-phone stipend.
• The chance to be part of a small, rapidly growing team having an outsized impact on construction field services.
• Starting salary of $50,000-$60,000 annually

Field Flō is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

• 2+ years in the construction field services industry
  , and
• Account Management/Project Management or Customer Success experience

Field Flō is proud to be an Equal Opportunity Employer.

We’re…