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For Companies At a Glance
- Tasks: Drive customer success and engagement through innovative online strategies and community networking.
- Company: Join Certinia, a leading tech company transforming services operations globally.
- Benefits: Remote work flexibility, competitive salary, and opportunities for professional growth.
- Why this job: Be a key player in enhancing customer experiences with cutting-edge cloud solutions.
- Qualifications: Passion for technology, strong communication skills, and a knack for customer satisfaction.
- Other info: Dynamic team environment with opportunities to lead webinars and engage with a global community.
The predicted salary is between 36000 - 60000 £ per year.
Certinia 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 (CS), and Financial Management (FM) solutions provide the ability to run a connected services business, deliver with intelligence, and achieve business agility.
The Role
Are you a natural networker with a passion for customer success? Our Customer Success Manager, Portfolio (Portfolio CSM) will be responsible for managing all aspects of Certinia’s customers that have not purchased a Premier support plan. The ideal person will be comfortable using Salesforce Chatter, case management technology, Gainsight, and online webinars to communicate and manage customer relationships in a 1-to-many model. This individual will have experience in account management of small business to enterprise accounts leveraging a variety of techniques, including online communities to promote adoption, online webinars, and regular outreach. This role will work with all departments across Certinia, championing the success of these customers.
What You Will Do In This Role
- Drive customer adoption and usage of Certinia products, leveraging a variety of techniques including online engagement and 1 to many customer management.
- Identify referenceable activities for the customer to participate in.
- Expand customer footprint by identifying cross-sell and add-on opportunities.
- Help triage and troubleshoot at-risk accounts and escalate as needed for resolution.
- Work closely with other Customer Success Managers (CSMs) to help maintain engagement in the community network.
- Conduct training and host webinars on the Community as required.
- Encourage engagement on the Community from customers as well as Certinia employees.
- Network with community members and identify Community Champions.
- Train and empower Community Champions to participate on a more significant engagement level.
- Lead customer welcome webinars and support enablement webinars.
What You Need To Be Successful In This Role
- Be passionate about technology and cloud solutions in particular.
- Must be a team player that can demonstrate a real flair and dedication to customer satisfaction both internally and externally.
- Ability to think critically and keep a calm demeanor when difficult customer situations arise.
- Strong presentation skills and credibility with audiences of all levels.
- Clear communicator - equally confident in video calls as in written communication.
- Innovative thinker, always seeking new ways to interact with customers.
- Strong time management skills and ability to prioritize your workload.
- Self-starter who can manage their day based on a set of tasks assigned.
- Bachelor’s Degree or relevant work experience.
What Else Would Be Great
- Prior Account Management or Customer Success experience is a plus.
- Salesforce experience is a plus.
- 1 to many customer engagement experience.
- Understanding of financial and professional service processes.
Customer Success Manager Portfolio in Harrogate employer: Certinia
Contact Detail:
Certinia Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager Portfolio in Harrogate
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend webinars, join online communities, and don’t be shy about reaching out to current Certinia employees on LinkedIn. Building relationships can open doors for you!
✨Tip Number 2
Show off your skills! If you’ve got experience with Salesforce or customer success strategies, make sure to highlight that in conversations. Share examples of how you've driven customer engagement or resolved tricky situations – it’ll make you stand out!
✨Tip Number 3
Be proactive! Don’t wait for opportunities to come to you. Follow up after interviews, ask insightful questions, and express your enthusiasm for the role. This shows you’re genuinely interested and ready to jump in.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the Certinia team. Let’s get you on board!
We think you need these skills to ace Customer Success Manager Portfolio in Harrogate
Some tips for your application 🫡
Show Your Passion: Let your enthusiasm for customer success shine through in your application. We want to see how much you care about helping customers thrive with our products!
Tailor Your Experience: Make sure to highlight any relevant experience you have in account management or customer success. We love seeing how your background aligns with what we do at Certinia.
Be Clear and Concise: When writing your application, keep it straightforward. We appreciate clear communication, so make sure your points are easy to understand and get straight to the point.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and get the ball rolling on your journey with Certinia.
How to prepare for a job interview at Certinia
✨Know Your Customer Success Basics
Make sure you brush up on the fundamentals of customer success management. Understand how to drive customer adoption and usage of products, as well as how to identify cross-sell opportunities. Being able to discuss these concepts confidently will show that you're ready to take on the role.
✨Familiarise Yourself with Tools
Since the role involves using Salesforce Chatter, case management technology, and Gainsight, it’s a good idea to get comfortable with these tools beforehand. If you can demonstrate your knowledge or even share experiences using similar platforms, it’ll give you an edge in the interview.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills, especially in challenging customer situations. Think of examples from your past experiences where you successfully managed difficult accounts or improved customer satisfaction. This will showcase your critical thinking and calm demeanour under pressure.
✨Show Your Passion for Technology
Certinia is looking for someone who is genuinely passionate about technology and cloud solutions. Be prepared to discuss why you love this field and how you stay updated on industry trends. Your enthusiasm can set you apart from other candidates.
