Customer Success Manager, Portfolio

Customer Success Manager, Portfolio 

U.S. Remote

WHO WE ARE

Certinia (formerly FinancialForce) delivers a Services-as-a-Business platform that powers and connects all aspects of services operations, from services estimation and delivery to customer success management and financial planning and accounting. The company's Professional Services Automation (PSA), Customer Success, and ERP solutions—delivered on Salesforce’s leading cloud platform—provide services businesses with the intelligence and agility to deliver high-quality services, elevate customer experiences and accelerate growth. Headquartered in Austin Texas, with offices around the world, Certinia is backed by Haveli Investments, General Atlantic and Salesforce Ventures. For more information, visit www.certinia.com.

THE ROLE

Are you a natural networker with a belly full of passion for customer success?

Our Customer Success Manager, Portfolio (Portfolio CSM) will be responsible for managing all aspects of Certinia’s customers that have purchased a Premier support plan. The ideal person will be very comfortable using Salesforce Chatter, case management technology, Gainsight and online webinars to communicate and manage customer relationships in a 1-to-many model.

This individual will have experience in account management of small business to enterprise accounts leveraging a variety of different techniques, including leveraging online communities to promote adoption, online webinars and regular outreaches.

The role requires a wide range of experience in renewal management and negotiation skills.

This role will work with all departments across Certinia, championing the success of these customers.

WHAT YOU WILL DO IN THIS ROLE

●        Drive customer adoption and usage of Certinia products, leveraging a variety of techniques including on-line engagement and 1 to many customer management

●        Assist with securing renewals of this customer base, renewal rate

●        Cultivate customer success by obtaining references

●        Help triage and troubleshoot at risk accounts and escalate as needed for resolution

●        Work closely with other Customer Success Managers (CSMs) to help maintain engagement in the community network.

●        Networks with community members and identifies Community Champions. Train and empower Community Champions to participate on a more significant engagement level

●        Encourages engagement on the Community from customers as well as Certinia employees

●        Conducts training and hosts webinars on the Community as required

WHAT YOU NEED TO BE SUCCESSFUL IN THIS ROLE

●        Be passionate about technology and cloud solutions in particular

●        Must be a team player that can demonstrate a real flair and dedication to customer satisfaction both internally and externally

●        Ability to think critically and keep a calm demeanor when difficult customer situations arise

●        Excellent written and oral communication skills

●        Innovative thinker, always seeking new ways to interact with customers

●        Strong time management skills and ability to prioritize your workload

●        Self-starter who can manage their day based on a set of tasks assigned

●        Renewal Management

WHAT ELSE WOULD BE GREAT

●        Prior Account Management experience a plus

●        1 to many customer engagement experience a plus

Base Salary: $79,800 - $108,000 USD

Certinia annually assesses our compensation and benefits strategies to ensure a best-in-class total rewards package. New hire base pay is dependent on job-related, non-discriminatory factors such as experience, tenure, growth potential, team parity, geo, etc. Base pay is one part of the Total Rewards that Certinia provides to compensate and recognizes employees for their work. Certinia provides other elements including best-in-class benefits, variable pay offerings, remote work opportunities, flexible time off, parental leave, 401(k), HSA and FSA plans, and more.