Remote Customer Success Manager

Summary

Join the Hilti team as a Customer Success Manager and utilize your construction experience to develop client processes, become a trusted advisor, and drive customer satisfaction.

Requirements

• 3+ years of professional construction experience, preferably with a combination of field and office management roles
• Excellent presentation and communication skills
• Self-motivated and highly organized, with strong time management skills
• Diplomacy and patience when working through customer issues
• Comfortable communicating with anyone, from tradesmen to senior-level managers
• A basic understanding of construction process from design to completion
• An understanding of how all the different parties on a construction project interact and how they work with each other to drive a successful schedule/budget
• Ability to creatively brainstorm unique solutions to client issues relevant to their needs
• Desire to learn in a dynamic startup environment

Responsibilities

• Become a Fieldwire product expert and learn best practices for configuring and utilizing the platform
• Understand client construction needs and current tech stack in order to seamlessly integrate Fieldwire into a company’s day-to-day workflows
• Manage a portfolio of customers (new and existing) to help improve their Fieldwire usage and processes
• Build and maintain long-lasting relationships with Fieldwire clients
• Conduct web-based and in-person training(s) and demonstrations to educate clients on Fieldwire
• Assist the product team in identifying issues and communicating customer feedback for product improvements
• Troubleshoot, as necessary, to help communicate answers to product questions and resolve technical issues