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.

• Customer Onboarding: Onboard new clients and guide them through the onboarding process. • Ensure customers have a clear understanding of our platform and services. • Assist clients in setting up their accounts and profiles. • Relationship Management: Build and maintain strong and lasting relationships with clients. • Be the primary point of contact for customer inquiries and concerns. • Be responsible for generating community with our clients. • Problem resolution: Promptly and effectively address customer inquiries, concerns and incidents. • Collaborate with internal teams to solve complex customer problems. • Commercial Portfolio Management: Monitor customers' progress and use of our services. • Identify opportunities to promote or sell additional services (upselling/cross-selling). • Help clients achieve their financial and legal goals through our platform. • Feedback + improvement: Collect customer feedback and ideas to improve our services. • Collaborate with product and development teams to improve the platform. • Contribute to the development of best practices in customer success.

• Improve the systems (processes and tools) to drive efficiency by removing repetitive tasks for the CS team and streamlining processes, allowing them to focus on high-value customer interactions. • Maximize the value of our tech stack (ideally Gainsight) and partner with the Business Technology team to build automation and AI-driven workflows that allow the organization to scale. • Act as the technical lead on projects, gathering business requirements and implementing changes through a structured, scalable methodology. • Work closely with the CS stakeholders and operations team to leverage and influence best practices across tools, data, and processes. • Collaborate with global operations counterparts to ensure all teams are adopting and following standard global processes to maintain data integrity and a unified customer experience. • Lead the regional rollout of global initiatives, ensuring that new processes are not just launched but fully adopted and mastered by the CS teams. • Partner with CS stakeholders to assess operational capabilities and develop strategies that support growth and effectiveness • Partner closely with the Director of CPX Operations to execute a roadmap that drives growth, efficiency, and effectiveness through streamlined processes and data. • Partner with the Business Tech team to design tools and processes that support the CS team and provide insights and dashboards that help leaders make informed business decisions.

• Own the end‑to‑end customer success lifecycle. • Deliver role-based training sessions on Ineo Mobility Software. • Act as the primary customer advocate. • Monitor customer usage analytics and mitigate churn risks. • Identify upsell/cross-sell opportunities. • Contribute to customer journey mapping and KPI development.