What are the responsibilities and job description for the Customer Success Specialist position at FieldPulse?
****Dallas, Texas, or open to relocation to Dallas, Texas.
FieldPulse is a fun, dedicated, and growing team that is building modern applications for small home service businesses (plumbers, electricians, HVAC, specialty contractors, etc.) to help organize and run their business operations.
In this role you'll be at the forefront of the customer success process, making a huge and direct contribution to our success. As our Customer Success Specialist, you will not only be building business relationships, but you will be our brand advocate. You should be passionate about helping hard-working people, love learning and teaching new technology, and have a strong work ethic.
Job Highlights
As a Customer Success Specialist at FieldPulse, you will play a pivotal role in managing and nurturing a portfolio of 100-250 customers. Your primary responsibility will be to ensure customer satisfaction, drive adoption, and foster long-term partnerships that lead to retention and growth. You will leverage your expertise in customer success, project management, and industry best practices to deliver exceptional results and drive customer value.
Key Responsibilities:
- Customer Management: Serve as the main point of contact for 100-150 customers, ensuring their needs are met and value is continuously delivered.
- Customer Engagement: Develop and maintain strong, trusted relationships with customers, ensuring high engagement and satisfaction.
- Retention & Growth: Proactively identify opportunities for upselling and cross-selling, working closely with sales and product teams to drive customer growth.
- Project Management: Lead and manage ongoing projects, ensuring timelines and goals are met.
- Communication & Follow-Up: Maintain regular, proactive communication with customers, providing updates, gathering feedback, and addressing any concerns.
- Risk Management: Identify at-risk accounts and develop strategies to mitigate churn, ensuring customer retention.
- Customer Advocacy: Act as a customer advocate within FieldPulse, providing insights to product and leadership teams to enhance our offerings.
- Reporting: Track and report on key customer success metrics, including customer health, satisfaction, and retention.
Required Skills & Experience:
- 1-2 years of experience in a customer-facing role in a high-engagement environment.
- Exceptional communication skills, with the ability to clearly articulate complex ideas and concepts.
- Strong follow-up skills, ensuring that customer needs and expectations are consistently met.
- Demonstrated project management experience, with the ability to lead and manage multiple projects simultaneously.
- Ability to work in a fast-paced, dynamic environment.
- Strong problem-solving skills, with a proactive and solutions-oriented mindset.
- Preferred Qualifications:
Benefits
- Covered Medical Insurance
- Dental & Vision Benefits
- 401k
- Paid Paternity Leave
- Flexible time off
- Transparent career growth, professional development, and promotional opportunities
- Catered free lunch every day of the week
- Subscriptions (Peloton, HBO, Netflix, Hulu)
- Health and Wellness (ClassPass Membership & Gym)
- Fun, fast-paced startup culture- you’ll be able to work on projects that make a huge impact