Jeromy Dorsing is a dedicated Customer Success Manager at Field Nation with over 2.5 years of experience in his role. As a former project manager for one of Field Nation’s valued customers, Jeromy brings a valuable perspective and understanding of customer needs to the team. In his role, Jeromy works with both field service leaders and independent technicians, making him a key player on the Customer Success team. Keep reading to learn more about his journey, insights, and experiences that make him a valuable asset to Field Nation.
Q: Can you tell us a bit about yourself and your role at the company?
I’m Jeromy Dorsing, and I currently serve as a Customer Success Manager at Field Nation. Before joining Field Nation, I spent several years working as a project manager for a retail fixture installation company that used Field Nation and put work onto the platform. This experience enables me to put myself in the customers’ shoes and truly understand their needs and expectations.
My role as a Customer Success Manager revolves around assisting customers and helping them find 1099 contractors when they’re struggling with coverage. I empathize with their challenges because I’ve been in their position, having experienced the same issues myself as a dispatcher manager. Many of the tips and tricks I’ve picked up along the way are shared with the people I work with, allowing me to provide helpful insight that promotes a positive customer experience.
Q: How and when did you start working at Field Nation, and what drew you to the company?
During my time at my previous company, I worked directly with two members of the Field Nation customer success team. While working with them, I couldn’t help but notice the extraordinary level of care and commitment to customer relationships and delivering positive outcomes. I found this overall emphasis on putting customers first really intriguing, and it made me want to be a part of the Field Nation team.
When the pandemic hit, the team at my previous place of work saw a significant reduction in size. That’s when I reached out to my former boss with a unique idea: I asked, “What if I create a Field Nation technician account?” She advised me to go another step further and explore job opportunities at the Field Nation office, and that’s exactly what I did. I was thrilled when I was able to make the transition into my new role at Field Nation.
Q: Could you describe your role as a Customer Success Manager?
In my role, we cover a wide range of activities, from onboarding new customers to conducting user training sessions, to guiding our customers in the most effective and efficient way. We help existing customers optimize their subscriptions by offering tips, tricks, and best practices. We regularly review work orders to identify areas where customers can improve and become more successful through small tweaks and best practices.
Where do you get your expertise in Customer Success from?
I find value in knowing there’s always something to learn. I make a point of always taking the opportunity to further educate myself and utilize education opportunities to grow my expertise. Fortunately, Field Nation provides the Customer Success team with various opportunities to enhance our skills and there’s immense value in getting to work collaboratively and learn from each other. Additionally, my background as a Project Manager also plays a significant role in my ability to understand where the customer is coming from and continually provide helpful solutions.
Q: What do you enjoy most about working with Field Nation?
I find tremendous satisfaction in helping people, and my role at Field Nation allows me to do just that. As a Customer Success Manager, our primary mission is to assist others in helping themselves. We support small field service companies in expanding their coverage, often beyond what they thought was possible. It’s incredibly rewarding to help field service leaders achieve their dreams and goals.
Moreover, the people at Field Nation are fantastic. We tackle problems together, and our collaborative nature is something you rarely see elsewhere. Our core values are truly exceptional.
Q: What is the most rewarding part of your role as a Customer Success Manager?
One of the most rewarding aspects of my job is the ability to gather feedback from users about pain points they experience and seeing those solutions come together in real time. Once we understand an issue, we bring it to the product team’s attention, resulting in improvements that directly address those concerns. It’s incredibly satisfying to see inefficiencies resolved, and it’s something I’m passionate about.
Q: What hobbies or interests do you have outside of work?
Outside of work, I enjoy playing in a couple of bands where I play bass and sing. Additionally, in 2019, I initiated “Andrews Bravery Box”: a nonprofit that donates toys to children’s hospitals to provide comfort to their patients during their medical procedures. This effort covers nine hospitals and clinics in the Twin Cities, with a total of 10,000 toys delivered. I am so proud of this initiative and enjoy being involved with it to this day.
Team members like Jeromy are focused on helping field service leaders get the most out of their experience using the #1 labor marketplace for IT. Want to learn more about how Field Nation can assist with your field service needs? Contact us today!