Customer Success Manager, Commercial

CUSTOMER SUCCESS MANAGER - COMMERCIAL
Remote, USA

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

A Customer Success Manager (CSM) - Commercial 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 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 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.

• 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 these customers that outline their critical success factors, metrics for success, potential issues and provide recommendations.
• Ensure that these customers within the US territory derive maximum value from their investment in FinancialForce. 
• 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; minimize subscriber churn.
• Responsible for maintaining and growing utilization of FinancialForce solutions across your territory.
• Develop a network of advocates within each FinancialForce customer account.
• Educate customers on core key principles for a sustainable configuration.
• Develop and execute a program to keep customers informed of the latest product releases from FinancialForce 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 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.

• At least 3 years' experience as a Customer Success Manager for a cloud applications software company
• 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.
• 5+ years' relevant industry experience in High Tech/Enterprise Software.
• Prior hands-on working knowledge and/or implementation of an enterprise class solution.
• Bachelor’s degree preferred.