Digital Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary business owner for Ferguson's strategic partnerships in Field Service Management, including ServiceTitan and Jobber.

• Formulate and execute strategies aimed at enhancing customer adoption, engagement, and growth across these partnerships.

• Cultivate relationships with software partners while identifying opportunities for expanded collaboration.

• Convert partner capabilities, roadmaps, and value propositions into actionable strategies for customers and sales teams.

• Spearhead joint initiatives, conduct regular business reviews, and prioritize partnership activities.

• Monitor adoption rates, customer engagement, revenue, and overall business performance across the FSM partnership portfolio.

• Identify barriers to adoption and gather customer feedback to enhance the overall customer experience.

• Oversee the business strategy, post-go-to-market plan, adoption, and growth of Ferguson SureStock.

• Set growth targets and performance indicators for SureStock.

• Collaborate with sales and field teams to identify appropriate customers and market segments.

• Create positioning, digital enablement, customer outreach, educational resources, and campaign strategies.

• Formulate go-to-market and growth plans that encompass FSM partnerships and Ferguson SureStock.

• Assist in sales discussions with relevant positioning, materials, demonstrations, and subject-matter expertise.

• Work alongside technical implementation teams to ensure a seamless customer experience.

• Report on portfolio performance, growth opportunities, customer insights, risks, and recommendations to Ferguson leadership.

• Leverage data and customer insights to focus on the most impactful areas.

• Evaluate potential new software partnership opportunities as customer and business needs arise.

⛳️ Requirements

• Bachelor's degree in business, marketing, information systems, or a related field, or equivalent professional experience.

• Over 8 years of experience in customer success, strategic account management, partner management, business development, digital solutions, or a similar role handling complex, high-value relationships or portfolios.

• Strong understanding of Field Service Management, contractor software, or digital solutions utilized by Residential Trade and HVAC industries.

• Practical experience with Field Service Management platforms such as ServiceTitan, Jobber, FieldPulse, Buildertrend, or Knowify.

• Familiarity with Vendor-Managed Inventory (VMI) solutions and the competitive VMI landscape.

• Hands-on experience with Vendor-Managed Inventory (VMI) platforms like PLY, Kojo, CribMaster, eTurns, Fishbowl, or Keepstock.

• Demonstrated ability to manage strategic partnerships or a portfolio of digital solutions and devise strategies that drive customer adoption, engagement, growth, and measurable business outcomes.

• Strong analytical and commercial acumen, including the establishment of critical metrics and performance evaluation.

• Excellent communication and presentation abilities.

• Proven capability to lead intricate cross-functional initiatives across sales, marketing, product, and technical teams through influence rather than formal authority.

• High level of ownership and accountability as a senior individual contributor.

• Experience with reporting and CRM tools such as Salesforce or Power BI.

• Willingness to travel to meet with customers, field teams, and partners in person when necessary.

🏝️ Benefits

• Health insurance

• Dental insurance

• Vision insurance

• Paid time off

• Life insurance

• 401(k) with a company match

• Mental health coverage

• Gender affirming benefits

• Family building benefits

• Paid parental leave

• Associate discounts

• Community involvement opportunities

• Bonus or Incentive Plan eligibility