• Own the end-to-end customer lifecycle for APAC accounts, from onboarding through renewal and expansion • Act as the primary trusted advisor for customers, aligning Cresta’s capabilities to customer business objectives • Develop and execute success plans that clearly define outcomes, milestones, and measurable value • Establish Customer Success best practices for the region, including engagement cadence, success planning, and escalation paths • Design and continuously improve the APAC customer journey to accelerate time to value and product adoption • Identify friction points and regional nuances that impact onboarding, adoption, or retention • Build repeatable onboarding frameworks and customer engagement models that scale across accounts • Ensure customers are enabled to become increasingly self-sufficient over time • Own renewals for APAC customers, proactively managing risk and ensuring value is clearly demonstrated • Partner with Sales to identify and support expansion opportunities, including upsell and cross-sell motions • Translate product usage, performance data, and outcomes into compelling value narratives for executive stakeholders • Align renewal and expansion conversations to customer priorities and regional business drivers • Build and maintain multi-threaded relationships across customer organizations, from frontline users to executive sponsors • Lead executive-level QBRs and EBRs, owning preparation, storytelling, and follow-through • Navigate complex stakeholder dynamics and drive alignment across regional and global customer teams • Partner closely with Sales, Product, Engineering, Marketing, and Data Science to deliver a seamless customer experience • Serve as the voice of APAC customers in internal planning, roadmap discussions, and prioritization decisions • Surface regional use cases, market insights, and customer feedback to influence product and GTM strategy • Configure and implement the Cresta platform for customers as needed • Build early CS processes, documentation, and tooling that enable scale beyond individual accounts • Identify opportunities to standardize workflows, reporting, and customer communications • Help define what “great Customer Success” looks like in APAC as the team grows

• Develop and execute medium- to long-term customer success relationships • Drive adoption of CLSS offerings with ESD/SMB customers. • Build and nurture strategic partnerships with key companies. • Work with offering leaders in developing impactful products as well as resolving defects • Identify and implement strategies for increasing share of demand (GTM, pricing, tech support, customer service). • Challenge commercial and offering teams on portfolio direction and business models. • Influence go-to-market decisions and discover new funding models for growth. • Contribute to strategic planning (STRAP, AOP) with portfolio and commercial leaders.

• Configure and maintain Salesforce Sales Cloud features including accounts, contacts, leads, opportunities, and forecasting. • Assist in implementing proposal management workflows, approval processes, and automation using Salesforce tools. • Support user administration, security settings, and sharing rules. • Gather and document business requirements for CRM enhancements and new features. • Translate business needs into functional specifications and collaborate with developers for technical implementation. • Conduct impact analysis and ensure alignment with CRM best practices. • Contribute to the process, data migration, and system integration related to Mergers Acquisitions (M&As). • Support integrations between Salesforce and enterprise systems (Oracle ERP, Deltek, Outlook/Exchange, etc.). • Assist with data migration, cleansing, and maintaining data quality standards. • Work with middleware tools and APIs for basic integration troubleshooting. • Build and maintain dashboards and reports for pipeline, forecasting, and sales performance. • Collaborate with BI teams to ensure Salesforce data is available for enterprise analytics platforms like Power BI. • Provide day-to-day support for Salesforce users and resolve functional/technical issues based on the incident priority & criticality. • Assist in user training and documentation for new features and processes, as necessary.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We are looking for field-based, or office-based construction professionals that have experience using software to plan and manage construction projects. Our ideal candidate is proactive, detail-oriented, friendly, and passionate about improving the construction industry. Our SMB Construction Success Managers work closely with clients, advising and guiding them through successful platform deployments, training(s), workflow consultation, and continuous engagement programs that ensure their satisfaction and Fieldwire account expansion. You'll utilize your experience as a construction professional to develop and consult on client processes, becoming a trusted advisor to your customers. As a Fieldwire product and training expert, you will work to understand our customers’ business objectives, helping them extract the most value out of Fieldwire to meet those goals. As you deploy, train, and support your customers, you'll apply the same mindset to customer interactions that you did to the construction projects you've managed: remove roadblocks, and drive the process forward. The primary responsibilities of our next SMB Construction Success Manager will be to: - 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. - Develop relationships with our small and medium-sized customer accounts, doing proactive outreach to help uncover pain points, and discover opportunities to help them get more value out of Fieldwire. - Conduct web-based training(s) and demonstrations to educate clients on Fieldwire. - Identify customer issues and communicate feedback to our product team for product improvements. - Troubleshoot, as necessary, to help communicate answers to product questions and resolve technical issues. Qualifications - 1+ years of professional construction industry 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 foremen to senior-level managers. - A basic understanding of construction process from design to completion. - A general 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. Benefits - Estimated pay range: $75,600 - $98,979. - Eligibility for a corporate bonus which can range up to 30%. Company Description Fieldwire is a construction field management software, used on over 1,000,000+ projects worldwide. We’re obsessed with improving the way teams work together. We’re building a Field Management Platform dedicated to construction teams — providing operational excellence for one of the world’s largest global industries -- $10 Trillion/year. We’re delivering a superior, easy-to-use product that’s driven by the voice of our customers. Fieldwire solves the problem of access to information and coordination of labor at a large scale for some of the largest projects in the world. The Fieldwire mobile app has a nearly five-star rating based on thousands of customer reviews. Fieldwire was venture backed by top venture capitalists and has already transformed the way thousands of companies worldwide are working together. Fieldwire was acquired by Hilti for $300M in November 2021. This role is fully remote within the US. Our office is located right off of Embarcadero BART station, a few blocks away. Easily accessible by all forms of public transportation. Fieldwire is proud to be an Equal Opportunity Employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status or any other characteristic protected by law.