What's the role?
The Regional Manager, Field Customer Success (RMFCS) will support the acquisition and drive the Lead 2030 LCM activities of all Hilti Solution Customers (ON!Track & Fleet Management) with local, regional, and global partners as part of Hilti’s global Lead 2030 Strategy. RMFCS will have people leadership responsibilities across an entire MO where their team members will work with our most strategic clients in the most crucial part of our lead 2030 strategy. In addition to current responsibilities over customer implementation of big & jumbo fleet as well as ON!Track accounts, they will now include responsibility over Lead 2030 Solutions LCM activities. These Lead 2030 LCM activities include but are not limited to: Critical care for recently implemented ON!Track accounts, Proactive ON!Track care for existing accounts, existing ON!Track account growth, Proactive care for big & jumbo fleet accounts, Big & jumbo fleet account growth, and Big & jumbo fleet account renewals. This role will continue to guide our team members in the implementation and LCM of National solutions contracts to ensure consistency of services across multiple states. They will continue to hold the standard of the professionalism of our services as well as support on-boarding, continuously coach and train our Field Customer Success Managers (Field CSM) to deliver quality, consistent and professional services across HNA.
Who is Hilti?
At Hilti, we are a passionate global team committed to making construction better. As a trusted partner for productivity, safety, and sustainability, we provide our customers innovative solutions that impact the buildings, roads, and infrastructure people rely on every day.
Hilti is where individuals grow lasting careers by exploring possibilities, maximizing their potential, owning their development, and making a real difference every day.
What does the role involve?
- This position will be able to sit in Tulsa, Plano, or anywhere in MO West Field Based.
- Coordinate efforts of an entire team of Account Managers, Regional Managers, Division Managers, and Marketing team members to ensure best practices during implementation and facilitate change management in key accounts
- Coordinate and execute Field Solution Operations MO meetings, Software update meetings, review and improve sessions, performance reviews, and development discussions both within the region of responsibility and with the SR Manager, Field Solution Operations
- As part of Lead 2030 train and support Field CSMs to create LCM pipelines to be reviewed with AMs/RMs for critical care for recently implemented ON!Track accounts, Proactive ON!Track care for existing accounts, existing ON!Track account growth, Proactive care for big & jumbo fleet accounts, Big & jumbo fleet account growth, and Big & jumbo fleet account renewals
- Coach, guide, support, and delegate day-to-day tasks to the Field CSMs across the entire MO
- Through the Solutions Operations leadership team, set specific and measurable priorities that empower the team of Field Customer Success Managers to achieve their business and personal development targets in alignment with the corporate strategy
- Manage Development (My Development) & Performance Management (My Contribution) of responsible Field CSMs in their MO
- Evaluate ROI of creative options to make financially sound decisions for the execution of big & Jumbo fleet and ON!Track implementations
- Responsible for all hiring, onboarding, training, and terminations when needed of all Field CSMs in MO
- Act definitively with consequent behavior and action towards demonstrated patterns of poor or subpar performance including disciplinary action up to and including termination through consistent documentation and discussion
- Model and coach behaviors through time spent virtually and in the field with each team member
- Live and coach Hilti’s purpose and values through clear and positive communication to inspire Field CSMs to lead and embrace change in an everchanging software landscape
- Solely responsible for managing products provided to customers by ensuring coordinated tagging is completed at required customer locations
- Coordinate care for multiple state implementations to ensure customers are receiving same level of product and support across multiple MSAs
- Maintain communication and relationship with Solution customer base to ensure positive implementation practices and coordinated care for VIP customers
- Visit construction job sites and offices to train Field CSMs in the use of and challenges in device management, change management, communication across stakeholders, training of customers, documentation, and tagging best practices
- Review, assess, and provide input towards additional revenue opportunities through territory realignments, headcount allocation, and underpenetrated high-potential accounts
- Train new Field CSMs and assist with their launch readiness in their MSA
- Additional duties as assigned
- Up to 85% domestic and international travel, is required (majority within the US & Canada)
Every Hilti employee is welcomed to participate in the Mentor as you Grow program that was developed by employees, for employees
What do we offer?
In addition to a competitive base salary and bonus potential, we offer a robust benefits package including a generous paid time off policy that includes vacation, personal days, health & wellness, and 2 days per year to give back in your local community, paid family leave, educational reimbursement and student loan assistance, 401(k) matching, medical/dental/vision coverage, and a variety of other benefits to fit the needs of our employees.
We will give you the tools you need to succeed through hands-on integration training and will support your continued professional development through ongoing training and mentoring, targeted leadership programs, and opportunities for international assignments in any of the 120+ countries in which we operate.
What you need is:
- Bachelor’s Degree or equivalent work experience, Required
- Minimum five (5) years’ experience in Sales, Customer Service, Logistics, Operations, Construction Management, or related technical field, required
- With a minimum of two (2) of those years ON!Track Account Specialist and care experience, Preferred
- Competency in Microsoft Office programs: Excel, PowerPoint, Outlook, and Word
- Competency in the use of SalesForce.com
- Understanding and prior experience coaching team members on how to use MS programs and systems to manage, analyze, and develop pipelines to effectively execute Lead 2030 LCM activities to maintain and grow sales
- Demonstrated understanding of partitioning a territory by customer quantity and team member capacity, creating/owning daily schedules, and using productivity tools (example: Salesforce.com)
- Ability to make key decisions regarding change management and adjust each plan to the individual needs
- Understanding and previous experience coaching how to partner with AMs and RMs to create an LCM pipeline of Solutions accounts within a territory; demonstrated ability to analyze and identify which customers to target, what criteria to use to select customers, and create business plans to identify customers’ potential and what Solutions gaps exist in customers’ current Solutions portfolio
- Training experience, preferred
- Strong presentation, communication, and interpersonal skills required
- Ability to work in a cross-functional team environment including marketing, sales, and corporate teams
- Understanding of how to get things done in a matrix organization; demonstrated ability to work with all departments (logistics, credit, marketing, technical services, and customer service)
- Demonstrated expertise in managing and maintaining company assets, such as van inventory, company-provided vehicles, laptops, smartphones, etc.
- Demonstrated analytical, problem-solving, organizational, and interpersonal skills, required
- Strong knowledge of SAP and Microsoft Office applications
- High level of entrepreneurship and presentation skills
Why should you apply?
Let’s face it, we know there are lots of other companies out there. We have an excellent mix of people, which we believe makes for a more vibrant, more innovative, more productive team. This role gives you the opportunity to help shape the future of construction.
Hilti, Inc is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.
