Customer Success Manager - Strategic
[Location here]
We will also consider qualified candidates in Central and Pacific time zones.
WHO WE ARE
FinancialForce accelerates business growth with customer-centric ERP, Professional Services Automation (PSA), and Customer Success solutions. Run on the leading cloud platform, Salesforce, FinancialForce enables organizations to unlock customer insights, deliver innovative experiences, run a connected business, and achieve agility and resilience. Founded in 2009 and headquartered in San Francisco, FinancialForce is backed by Advent International, Salesforce Ventures, and Technology Crossover Ventures. For more information, visit www.financialforce.com
FinancialForce knows that each individual brings something special to the team, exemplifying a diverse and inclusive work environment. We embrace your authenticity and encourage our employees to “Bring Yourself” to work every day!
THE ROLE
The Customer Success Manager - Strategic (CSM) serves as a trusted advisor to our customers, helping them to achieve success with their FinancialForce solutions and maximize their return on investment. The CSM works with our strategic 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 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.
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. 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 our solutions can be effectively applied to support the achievement of a company’s strategic business goals.
The ideal candidate will have relevant knowledge of cloud technologies and processes. This role can offer successful candidates a fulfilling work life in a highly dynamic and industry leading organization. With this role some traveling will be required either to other FinancialForce offices or to customer sites. The successful candidate must have excellent interpersonal skills, be a strong communicator, organized 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.
WHAT YOU WILL DO IN THIS ROLE
WHAT YOU NEED TO BE SUCCESSFUL IN THIS ROLE
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