Digital Success Manager

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $8.9k - $14.2k / month

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Ferguson

WebsiteLinkedInAll Job Openings

10,000+ employees

🏗️ Construction

🏭 Manufacturing

📦 Logistics

Construction • Manufacturing • Logistics

Ferguson is a leading supplier of plumbing and HVAC products for residential and commercial markets. The company offers a wide range of products including water heaters, plumbing parts, and HVAC systems, as well as various tools and cleaning supplies. Ferguson provides solutions for professionals in the plumbing and HVAC industries, ensuring they have access to the resources and expertise they need for both new construction and remodeling projects.

📋 Description

• Serve as the business owner for Ferguson's strategic Field Service Management partnerships, including ServiceTitan and Jobber • Develop and implement strategies to increase customer adoption, engagement, and growth across partnerships • Build relationships with software partners and identify opportunities to expand collaboration • Translate partner capabilities, roadmaps, and value propositions into strategies for customers and sales teams • Lead joint initiatives, regular business reviews, and partnership priorities • Track adoption, engagement, revenue, and overall business performance across the FSM partnership portfolio • Identify adoption barriers and customer feedback to improve the customer experience • Own the business strategy, post-go-to-market approach, adoption, and growth of Ferguson SureStock • Establish SureStock growth targets and performance measures • Partner with sales and field teams to identify suitable customers and markets • Develop positioning, digital enablement, customer outreach, education, and campaign strategies • Develop go-to-market and growth plans across FSM partnerships and Ferguson SureStock • Support sales conversations with positioning, materials, demonstrations, and subject-matter expertise • Coordinate with technical implementation teams to ensure a consistent customer experience • Report portfolio performance, growth opportunities, customer feedback, risks, and recommendations to Ferguson leadership • Use data and customer insights to prioritize areas of greatest impact • Assess potential new software partnership opportunities as customer or business needs emerge

🎯 Requirements

• Bachelor's degree in business, marketing, information systems, or a related field, or equivalent professional experience • 8+ years of experience in customer success, strategic account management, partner management, business development, digital solutions, or a similar role managing complex, high-value relationships or portfolios • Strong understanding of Field Service Management, contractor software, or digital solutions used by Residential Trade and HVAC businesses • Hands-on experience with Field Service Management platforms such as ServiceTitan, Jobber, FieldPulse, Buildertrend, or Knowify • Experience with or knowledge of Vendor-Managed Inventory (VMI) solutions and the competitive VMI landscape • Hands-on experience with Vendor-Managed Inventory (VMI) platforms such as PLY, Kojo, CribMaster, eTurns, Fishbowl, or Keepstock • Proven ability to manage strategic partnerships or a portfolio of digital solutions and develop strategies that drive customer adoption, engagement, growth, and measurable business results • Strong analytical and commercial skills, including establishing critical metrics and evaluating performance • Excellent communication and presentation skills • Proven ability to lead complex cross-functional initiatives across sales, marketing, product, and technical teams through influence rather than formal authority • High 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 customers, field teams, and partners in person when needed

🏖️ 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