A Customer Success Manager (CSM) serves as a trusted advisor to our customers, helping them to achieve success with their FinancialForce solutions and maximize their return on investment.
We are looking for a CSM to specifically focus on the Professional Service Automation (PSA) customer base.
The CSM works with a broad cross-section of customers to strengthen adoption; identify opportunities to expand the footprint, and help with customer retention. By leveraging a consultative approach, our CSMs work strategically with their customer base, to understand their business objectives, determine the best approach for leveraging FinancialForce.com capabilities, and provide recommendations on how to proceed. CSMs are an integral component of our organization, and we are looking for strong contributors to join this hybrid team of competitive and experienced professionals focused on customer satisfaction, process improvements, and our customer´s ROI.
Responsibilities
We are searching for an energetic and motivated professional to become a primary part of a rapidly growing team responsible for customer success management for FinancialForce.com.
You should have the best customer management and business consultancy skills, as well as ensuring that you can manage the required customer retention/renewal management activity, across the US region, in order to meet agreed retention targets. You will be comfortable at both consulting with and negotiating with C level executives, backed up with a strong understanding of their business objectives. Key to this role is being able to articulate value, inspire and sell the future of software as a service. As a trusted advisor and coach, it falls to the customer success manager to identify how PSA can be effectively applied to support the achievement of a company´s strategic business goals.
The ideal candidate will have relevant knowledge of both cloud technologies and PSA processes. This role can offer successful candidates a fulfilling work life in a highly dynamic and industry leading organization.
Preferably you will be based in San Mateo, CA however we will consider applications from Manchester, NH. With this role some travelling will be required either to other FinancialForce.com offices or to customers sites.
The successful candidate must have excellent interpersonal skills, be a strong communicator, organised and analytical with the ability to work well under pressure. They must be a strong team player as well as retaining the ability to work on their own proactively with macro management.
You need to be an excellent presenter and creative thinker with the ability to troubleshoot issues quickly and effectively, with good territory management discipline.
Other responsibilities include the following:
•Proactively identify and prioritize accounts to focus efforts within a defined territory as based on perceived risk, potential growth, strategic value, and renewal timeframe.
•Develop success plans for PSA customers that outline their critical success factors, metrics for success, potential issues and provide recommendations.
•Ensure that all PSA customers within the US territory derive maximum value from their investment in FinancialForce.com.
•Closely monitor adoption rates of assigned accounts; provide keen insight into exactly how customers are using our service, the pros and cons, anything we can do to improve their ROI on the service.
•Through education, coaching and strong influencing skills, minimise subscriber churn.
•Responsible for maintaining and growing utilisation of FinancialForce PSA across your territory.
•Develop a network of advocates within each FinancialForce PSA customer account.
•Educate customers on core key principles for a sustainable PSA configuration.
•Develop and execute a programme to keep customers informed of the latest product releases from FinancialForce.com relevant to their business.
•Act as liaison between product management, support and the customer for instances where escalation of critical product issues is required.
•Develop a complete understanding of the FinancialForce.com products and working knowledge of complementary products and services.
•Work closely with professional services to hand over new consulting opportunities and facilitate transitions from professional services following new implementations or re-implementation.
•Work collaboratively with Account Executives (AE's) who are responsible for driving revenue opportunities across a diverse account base through uncovering new business opportunities within the install base.
•Ensure a seamless experience for the customer during the hand off between sales through onboarding into consulting.
•Work collaborate with marketing and PR teams on building customer referenceability
Experience / Skills Required
•Extensive account management experience
•Ability to multi-task and handle complex matters with no supervision and with excellent follow up
•Consulting experience; managing a professional services team and the systems to support that team
•3-5 years relevant industry experience in High Tech/Enterprise Software.
•Prior hands-on working knowledge and/or implementation of an enterprise class PSA solution (e.g. QuickArrow, OpenAir)
•Bachelors degree in IT or other related field or can demonstrated comparable work experience
Experience / Skills Desired
•Web and e-mail marketing communications experience would be beneficial
•Experience building new business pipeline for product, services, and education.
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