Customer Success Digital Engagement Manager

Customer Success Digital Engagement Manager

US Remote Office

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

As a key team member of the Customer Success Team, this role will be responsible for creating and delivering against the CS Digital Engagement program. The role will own all aspects of operational excellence around our global campaigns, value generation and establishing a digital engagement with our customers. Digital Engagement Manager will be responsible for all Customer Success technology integration and maintenance, long-term strategy for and execution of digital engagements and database health to ensure maximum revenue retention and growth within our existing customer base.

If you are an enthusiast for all things systems, processes and data, as well as enjoy figuring out how to tackle complex problems that require collaboration with various stakeholders, this position is for you! This position reports to the Vice President of Customer Success.

WHAT YOU WILL DO IN THIS ROLE 

• Strategy & Roadmap

• Own Customer Success Digital road map, integration and maintenance for all Customer Success Managers to leverage
• Create, analyze and optimize digital customer success journey map with automated processes to improve customer efficiencies, adoption of FF feature functionality, cross-functional collaboration and campaign execution with CS leadership and marketing

• Digital Adoption & Customer Feedback

• Create plans for customer digital engagements - starting from contract signature, implementation of FF products, driving adoption through the customer lifecycle 
• Monitor feedback from the marketing teams to improve process and promote efficiency
• Work with Digital CSM role to deliver campaign results analysis, best practices recommendations from adoption rates and customer feedback, with an eye towards documenting, training, and scaling

• Operations & Analysis

• Develop and enrich contact database for accuracy and completeness, and ensure Customer Success Managers and maintaining proper contract management
• Leverage metrics and research where appropriate to define and track performance against goals mapped to client objectives and targets, adjusting as new data comes in
• Identify, improve and communicate efficiencies across the Customer Success process
• Manage Account-Based-Marketing (ABM) program execution from marketing technologies, ABM campaign execution and process definitions perspectives
• Develop account intelligence, monitor customer risk signal activity, and engage with Customer Success teams for input on campaigns and program effectiveness
• Work with Customer Success Operations team to define and implement processes for reporting and analytics
• Organize a regular cadence of cross-functional meetings and business reviews to achieve key results and update stakeholders on these
• Own and ensure data compliance, including what and how to collect data and use of data, act as privacy council lead for Marketing (GDPR, CCPA, CASL)

WHAT YOU NEED TO BE SUCCESSFUL IN THIS ROLE 

• Bachelor’s degree in Business Administration
• 4-6 years of experience in Customer Success Marketing Operations (or similar capacity) 
• 3+ years of of experience in program management, project management, and process improvements for high tech companies

TECHNOLOGY EXPERIENCE:

• 2+ years directly managing and/or a power user of Gainsight/Marketo instance or another marketing automation platform; preferably a system administrator certified
• Moderate Salesforce CRM proficiency (Contacts, Accounts, Campaigns, Reports)
• Hands on experience with customer digital campaigns/strategy
• Must have proven track record in technology integration, process and data management and cross-functional collaboration
• Ability to convey complex ideas to audiences of varying expertise
• Experience in database health management and data governance
• Enjoys Customer Success-tech, innovative and emerging methodologies, and loves data
• Business process and operations minded, great organizational skills, and extreme attention to detail
• Can work collaboratively in a dynamic, fast paced environment, serving as a cross departmental Customer Success resource across multiple time zone
• Self-starter with the ability to drive projects from inception to completion and lead cross-functional teams
• Excellent verbal and written communication skills. 
• Strong ability to think analytically and creatively; focus on process improvement

WHAT ELSE WOULD BE GREAT

• Experience in B2B Account Based Marketing (ABM) strategies is a plus
• Proficiency in Google Suite (Gmail, Google calendar, docs, sheets, slides) preferred
• Get ready to come and make immediate impact as we continue to ramp sales and marketing to drive growth!