Construction Success Manager

📋 Description

• • Join Fieldwire, a subsidiary of Hilti, Inc., and become an integral part of the Hilti team, contributing to the digital transformation of the construction industry.
• • Embrace the opportunity to shape a better future by working with an international market leader, blending the stability of a traditional company with the dynamic energy of a startup.
• • Act as a pioneer, proactively tackling new challenges and independently driving initiatives to successful completion.
• • Leverage your empathy and solution-oriented approach to delight customers in the construction sector, drawing upon your practical experience in roles like Project Manager or Site Manager.
• • Apply your understanding of Customer Success Management or Customer Care principles to excel in this role, translating your existing expertise into impactful client engagement.
• • Contribute to Hilti's strategic advancement into a software company and the digital future of construction by driving the adoption and success of Fieldwire.
• • Make your mark on a rapidly evolving industry and lay the foundation for a rewarding career within Hilti.
• • While this role is fully remote within Austria, you will remain closely connected to your team through digital communication and regular in-person team meetings, ensuring a collaborative and supportive work environment.
• • Forge strong relationships with both prospective and existing clients, with a strategic focus on those presenting the greatest growth potential.
• • Seamlessly integrate customer workflows with Fieldwire's cutting-edge technology, demonstrating tangible benefits such as error reduction and enhanced efficiency.
• • Provide expert guidance and support throughout the entire customer journey, from initial platform implementation and comprehensive training to ongoing engagement programs designed to foster customer satisfaction and drive account expansion.
• • Serve as a dedicated Fieldwire product expert, collaborating closely with the Sales team to ensure clients maximize the value derived from the platform, aligning its capabilities with their unique business objectives.
• • Adopt a proactive problem-solving mindset, mirroring the approach taken in construction projects: identify roadblocks and collaboratively develop effective solutions.
• • Strategically plan, prepare, and execute complex sales cycles across the entire customer lifecycle, working in tandem with the Sales department.
• • Conduct engaging virtual and in-person product demonstrations, deliver impactful training sessions, and provide insightful workflow consultations, establishing yourself as a trusted advisor in both construction practices and Fieldwire's product capabilities.
• • Deeply understand customer current workflows and identify key pain points, offering proactive, tailored recommendations for adapting to Fieldwire's technology to ensure widespread adoption and scalable success.
• • Meticulously manage a diverse portfolio of new and existing customers, continuously optimizing their Fieldwire usage and processes to cultivate and maintain robust, long-term client relationships.
• • Act as a vital conduit between customers and the Product team, identifying critical issues and channeling valuable customer feedback to drive continuous product improvement and innovation.
• • Actively engage existing customers in strategic marketing initiatives and industry events, amplifying Fieldwire's presence and impact within the construction sector.
• • Champion the digital transformation within the construction industry by empowering clients to leverage Fieldwire for improved project management, communication, and overall operational efficiency.
• • Develop a deep understanding of the construction lifecycle and how Fieldwire's features directly address the challenges faced by various stakeholders on a project, from field teams to executive management.
• • Proactively identify opportunities for upselling and cross-selling Fieldwire's solutions by understanding evolving customer needs and demonstrating the platform's expanding capabilities.
• • Contribute to the development of best practices and knowledge-sharing within the Customer Success team, fostering a culture of continuous learning and excellence.
• • Play a key role in ensuring high customer retention rates by consistently delivering exceptional service and demonstrating the ongoing value of the Fieldwire platform.
• • Be an advocate for the customer internally, ensuring their voice is heard and considered in product development, marketing, and sales strategies.
• • Drive customer advocacy by encouraging testimonials, case studies, and participation in Fieldwire's user community.
• • Continuously refine your understanding of the construction technology landscape and emerging trends to provide relevant and forward-thinking advice to clients.
• • Collaborate with marketing to develop customer success stories and highlight the impact of Fieldwire on real-world construction projects.
• • Ensure a smooth handover process from sales to the customer success team, setting clear expectations and establishing a strong foundation for the client relationship from the outset.
• • Monitor customer health metrics and proactively intervene to address any potential risks or churn indicators.
• • Empower customers to become self-sufficient users of Fieldwire through effective training and readily available resources.
• • Contribute to the overall growth and success of Fieldwire by driving customer adoption, satisfaction, and expansion.
• • Be a key player in Fieldwire's mission to revolutionize construction management through innovative software solutions.