FieldTech Director of Customer Success

Austin, Texas
Full time
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NFP Corp.
Insurance & superannuation
5,001-10,000 employees
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Who We Are

Fieldtech is the premier independent technology partner to financial representatives selling insurance. We are dedicated to bringing innovation and insight to the relationships that help create financial security, and we’re passionate about helping our customers deliver exceptional client service. We simplify the landscape of complex technical solutions with a simple, data-enriched platform that automates manual workflows and empowers team members to focus on what they do best. We are well on our journey to reinvent an industry that drives $100B+ of annual revenue and provides financial security to millions of US households.

What’s the opportunity?

Fieldtech was developed by a leading team of insurance and financial service executives and is already used by one of the nation’s premier wealth and insurance advisory firms in the US. We are backed by strategic capital partner with global reach in the insurance industry, and as a result are positioned with the horsepower and strategic relationships to modernize an antiquated industry that is particularly slow to evolve. If you are energized by turning complex, labor-intensive workflows into elegant solutions built on emerging technologies – we want you on our team.

Job Description

We’re looking for a Director of Customer Success to lead Fieldtech’s strategy for how we ensure insurance agencies get the most out of Fieldtech – including onboarding and training new clients as well as ongoing relationship management. In this role you’ll use your creativity, project management, and communication skills to solve complex, high impact problems in simple, customer centric ways and define what it means to deliver service excellence at our company. You will leverage your passion for collaboration and innate positive outlook to work directly with senior executives of our customers along with end users, to make them successful with the platform.

What You’ll Do

  • Lead and manage the customer support and success team, developing the department for scalability and sustained growth, optimizing the people, processes, and strategies with a customer-first perspective.
  • Manage the team to be experts in our product and knowledgeable advocates for their customers.
  • Model relationship management across the entire CS team, helping others on the team maintain and improve customer relationships.
  • Measure service levels regularly using industry best practices, including but not limited to NPS.
  • Promote organization and efficiency ensuring the team’s ability to handle a growing volume of inquiries and requests in a timely manner.
  • Build, manage and align key performance indicators that measures the efficiency of the team and the happiness of our customers.
  • Establish and execute methods for tracking and assessing user feedback.
  • Lead the collaboration with our product team on new feature recommendations and change requests.
  • Partner with Product, Engineering & QA teams to maintain the voice of the customer in all activities.
  • Lead and manage the customer onboarding process.
  • Build a customer training curriculum, success playbooks and delivery model that is scalable and effective.
  • Increase product adoption, customer loyalty and retention, and customer satisfaction while actively collaborating with sales and marketing to create and optimize the upsell and cross-sell strategies the CS team uses to increase customer value.

What You Bring

  • Expert written and oral communication skills evidenced by the ability to hold C-level customer conversations that drive business for both parties and move the relationship forward.
  • Extensive experience handling customer inquiries and collaborating with technical stakeholders.
  • 7+ years’ experience of increasing responsibility within a scaling team at a high growth SaaS company
  • No task is too daunting, nor too small. You have a unique ability to see the big picture and know that even small tasks make a big impact
  • Compassion. Employed in everything you do. Our platform helps people earn their living, and our employees must help customers feel protected and empowered to do their best work to earn for themselves and their families.
  • An affinity for product management and ability to serve as a liaison between our business development pipeline, customers, and our Product and Engineering teams.
  • Deep understanding of software businesses, with knowledge of both the subscription and renewal models.
  • Business development knowledge and, ideally, experience growing a business.
  • Strong analytical and goal-oriented mindset backed by expert-level project management knowledge and skillset.
  • Advanced business experience and ability to create strategies, guidelines, and objectives and implement them while driving business growth and creating data-driven reports.
  • The ability to learn new software tools on the job.
  • Previous experience in insurance software is a HUGE plus.

What we offer you

  • An opportunity to change the life insurance landscape.
  • An unparalleled opportunity to build something new, with lasting value, and create a working environment that helps individuals thrive professionally and personally.
  • A culture that promotes great relationships both inside and outside the office
  • Highly competitive salary and benefits
  • Ad hoc treats, events, continuing education and of course, company swag.

The base salary range for this position is $117,000 –$160,000.

The base salary offered will be determined by factors including, but not limited to, experience, credentials, education, certifications, skill level required for the position, the scope of the position, and geographic location. Actual base salary offered will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

Our team celebrates diverse backgrounds. We believe a team as diverse as the populations our users serve is critical to our success. Individuals seeking employment at Fieldtech are considered without regards to race, color, religion, national origin, marital status, ancestry, physical or mental disability, veteran status, sexual orientation, gender identity or other protected status under all applicable laws, regulations, and ordinances.