Digital Success Manager

About this role

Job Posting: Since 1953, Ferguson has been a source of quality supplies for a variety of industries. Together We Build Better infrastructure, better homes and better businesses. We exist to make our customers’ complex projects simple, successful, and sustainable. We proactively solve problems, adapt and grow to continuously serve our customers, communities and each other. Ferguson, a Fortune 500 company, is proud to provide best-in-class products, service and capabilities across the following industries: Commercial/Mechanical, Facilities Supply, Fire and Fabrication, HVAC, Industrial, Residential Trade, Residential Building and Remodel, Waterworks and Residential Digital Commerce. Ferguson has approximately 36,000 associates across 1,700 locations. Ferguson is a community of proud associates who operate with the shared purpose of building something meaningful. You will build a career that you are proud of, at a company you can believe in.

Digital Success Manager

Ferguson being one of North America's largest distributors of plumbing, HVAC, and industrial products, serving contractors and trade professionals across residential, commercial, and industrial markets. We help the people who build, maintain, and repair the places we live and work — and we're investing in the software and digital tools that make their jobs easier.

About the Role

We're looking for a Digital Success Manager to join our Digital Enablement (eProcurement) Team to drive customer success, adoption, and growth across these two strategic areas for Ferguson's Residential Trade and HVAC businesses:

Contractors and service technicians increasingly rely on software and digital tools to run their businesses — from Field Service Management (FSM) platforms like ServiceTitan and Jobber that help manages jobs and field operations, to Vendor-Managed Inventory (VMI) solutions like Ferguson SureStock that help customers manage inventory and purchasing more efficiently.

This is a senior individual contributor role on responsible for turning these digital solutions into measurable business results. The Digital Success Manager will work across software partners, sales, field teams, customers, and internal partners to identify growth opportunities, increase adoption, improve the customer experience, and track the performance and impact of the portfolio.

While the primary focus is improving the success of Ferguson's existing FSM partnerships and SureStock, you may also help assess new software partnership opportunities as customer or business needs emerge.

Location: This role is approved to be Remote or will be Hybrid if you are local to HQ, per Company Policy

What You'll Do

Drive Field Service Management Partnership Success

• Serve as the business owner for Ferguson's strategic Field Service Management partnerships, including established platforms such as ServiceTitan and Jobber. • Develop and implement strategies to increase customer adoption, engagement, and growth across each partnership. • Build strong relationships with software partners and find opportunities to expand how Ferguson and its partners work together. • Understand each partner's capabilities, roadmap, and value proposition, and translate those opportunities into strategies for Ferguson customers and sales teams. • Lead joint initiatives with partners to increase awareness, adoption, and customer success. • Track adoption, engagement, revenue, and overall business performance across the FSM partnership portfolio. • Identify barriers to adoption and recurring customer feedback, working with partners and internal teams to improve the customer experience. • Lead regular business reviews with strategic partners to evaluate performance, find opportunities, and establish priorities. • Identify emerging customer or market needs and, when appropriate, help assess potential new software partnership opportunities.

Drive Ferguson SureStock Success & Growth

• Own the business strategy, post-go-to-market approach, adoption, and growth of Ferguson SureStock, Ferguson's vendor-managed inventory solution. • Develop strategies to increase SureStock adoption across Residential Trade and HVAC customers. • Establish growth targets and performance measures, tracking customer adoption, engagement, expansion, revenue, and overall business impact. • Partner with sales and field teams to identify customers and markets that would benefit from SureStock. • Develop positioning, digital enablement, and customer outreach strategies that clearly communicate SureStock's value. • Use customer and sales feedback to find opportunities to improve the SureStock experience and expand its value. • Stay current on the vendor-managed inventory landscape to inform SureStock's competitive positioning and growth strategy.

Lead Go-to-Market, Adoption & Performance

• Develop go-to-market and growth plans across both FSM partnerships and Ferguson SureStock, defining target customers, positioning, adoption strategies, success measures, and growth opportunities. • Work with sales and field teams to find opportunities to bring these solutions to more customers and expand adoption within existing accounts. • Partner with internal teams to introduce and expand solutions through presentations and communications to leadership, sales, field teams, and other interested parties. • Support sales conversations with positioning, materials, demonstrations, and subject-matter expertise. • Develop targeted outreach, education, and campaigns to generate awareness and new opportunities. • Coordinate closely with technical implementation teams to ensure customers receive a consistent experience from launch through ongoing success. • Report portfolio performance, growth opportunities, customer feedback, risks, and recommendations to Ferguson leadership. • Use data and customer insights to continuously determine where Ferguson should focus to drive the greatest impact.

Preferred Qualifications

• Bachelor's degree in busi

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