At a Glance
- Tasks: Manage customer relationships and drive success through innovative engagement strategies.
- Company: Join Certinia, a leading tech company transforming services operations globally.
- Benefits: Remote work, competitive salary, and opportunities for professional growth.
- Other info: Dynamic team environment with a focus on innovation and collaboration.
- Why this job: Make a real impact by helping customers succeed with cutting-edge technology.
- Qualifications: 3+ years in customer-facing roles, strong communication skills, and a passion for customer success.
The predicted salary is between 63000 - 77000 £ per year.
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.
THE ROLE
Certinia is seeking a dedicated and proactive Customer Success Manager, Scale to join our team. In this role, you will manage a portfolio of customers using a tech-touch approach, driving adoption and expansion through creative, scalable playbooks. You'll be responsible for building and executing engagement workflows, mitigating risk, and leveraging digital channels like webinars and online communities to guide customers through their lifecycle. This role is for a self-starter who can think creatively and analytically to ensure a successful customer experience.
What You Will Do In This Role
- Manage and Resolve Customer Requests: Serve as the primary point of contact for incoming customer cases, efficiently troubleshooting common platform issues to drive a quick time to resolution. Utilize a FIFO (First In, First Out) approach and case management technology to provide clear, functional guidance and ensure a smooth user experience.
- Proactively Monitor Customer Health and Risk: Analyze platform telemetry, customer health scores, and adoption patterns to detect potential churn indicators. Create at-risk save plans, triage vulnerable accounts, and elevate complex issues with proposed solutions to senior leadership when necessary.
- Execute Scalable Customer Playbooks: Run structured, high-volume customer success playbooks, such as onboarding workflows, renewal check-ins, and targeted feature adoption sequences, to guide large cohorts of customers through key lifecycle milestones on schedule.
- Collaborate on Account Strategy: Partner with internal teams, including Support, Product, and Account Executives, to resolve persistent customer challenges and coordinate internal resources effectively, while also collaborating with Sales on renewals to directly contribute to team retention goals.
- Foster Customer Community and Self-Service: Moderate user communities, help curate playbooks and knowledge base content, and lead "customer roundtables" or group sessions to encourage peer-to-peer support and knowledge sharing.
- Operational Excellence and Innovation: Contribute to the development and enhancement of CS processes, playbooks, and systems, with a focus on digital and scale success, while leveraging AI tools on a daily basis to optimize workflows and enhance productivity.
- Adaptability & Team Support: Perform other related duties and pitch in on ad-hoc projects as assigned to support evolving business needs.
What You Need To Be Successful In This Role
- At least 3 years of experience in a customer-facing role, preferably in Customer Success, Account Management, or a SaaS environment (specifically managing small business/SMB accounts or paid-support-exempt portfolios).
- Excellent verbal and written communication skills with the ability to manage standard customer escalations and clearly communicate status updates during high-stress situations.
- A strong passion for helping customers succeed and a proven ability to build strong, lasting relationships.
- Comfortable orchestrating onboarding, adoption, maturity roadmaps, and expansion plays for many customers simultaneously using a 1-to-many model.
- A self-starter who can monitor customer health, proactively identify and address risks before they become major issues, and effectively manage their daily workload based on assigned tasks.
- Bachelor’s Degree or equivalent experience.
What Else Would Be Great
- Certinia/Salesforce Platform Experience: Previous experience working with the Certinia or Salesforce platform is nice, but not required.
- Account Planning Skills: Experience in working in 1:Many or high-volume customer portfolios.
- Problem-Solving: The ability to think critically and coordinate internal teams to resolve customer issues effectively.
Customer Success Manager - Scale employer: Certinia
Certinia is an exceptional employer that fosters a collaborative and innovative work culture, allowing Associate Software Engineers to thrive in a hybrid environment. With a strong emphasis on professional development, employees are encouraged to enhance their skills while contributing to impactful projects on the Salesforce platform. Located in the vibrant town of Harrogate, the company offers a supportive atmosphere that values teamwork and continuous learning, making it an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager - Scale
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Certinia. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Certinia before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager - Scale
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Certinia:Your cover letter is your chance to shine! Tell us why you want to work at Certinia specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Certinia!
How to prepare for a job interview at Certinia
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
