Hilti North America · 19 hours ago
Regional Manager for Field Solution Operations
Ladera Ranch, CA
Full-time
Onsite
Senior Level
5+ years expHilti North America is a global leader in construction innovation, and they are seeking a Regional Manager for Field Customer Success. This role involves leading a team to deliver exceptional implementation and lifecycle management for strategic customers, ensuring excellence and proactive growth across multiple states.
Construction
Responsibilities
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 Market Organization meetings, Software update meetings, review and improve sessions, performance reviews, and development discussions both within the region of responsibility and with the Senior Manager, Field Solution Operations
As part of Lead 2030 train and support Field Customer Success Managers to create Lifecycle Management(LMC) pipelines to be reviewed with Account Managers/Regional Managers 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 Customer Success Managers (CSMs) across the entire Market Organization (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 behaviours 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
Qualification
Required
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
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 Account Managers and Regional Managers 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
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
Preferred
With a minimum of two (2) of those years ON!Track Account Specialist and care experience, Preferred
Training experience, preferred
Benefits
Paid time off
Paid family leave
Educational reimbursement
401(k) matching
Medical/dental/vision coverage
Two paid days annually to give back to your local community
Company
Hilti North America
Hilti is a global leader in providing technology to make construction faster, safer, and more sustainable.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Mike McGowan
Region Head and Chief Executive Officer
Brandon Pollnow
Director, Project Business | Executive Business Partner for Energy & Industry (E&I)
Recent News
2023-01-27
Company data provided by crunchbase