At a Glance
- Tasks: Help customers succeed by driving adoption and building strong relationships.
- Company: Join Certinia, a leading tech company transforming services operations.
- Benefits: Remote work, competitive salary, and opportunities for professional growth.
- Other info: Dynamic team environment with a focus on customer success.
- Why this job: Make a real impact by guiding customers to achieve their goals.
- Qualifications: 3+ years in a customer-facing SaaS role with strong communication skills.
The predicted salary is between 60000 - 80000 £ 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.
Certinia is seeking a dedicated and proactive Customer Success Manager (CSM) to join our team. In this role, you'll be a key partner for our customers, helping them realize the full value of their Certinia investment. As a P3-level CSM, you'll manage a portfolio of mid-market accounts, focusing on driving adoption, mitigating risk, and building strong, lasting relationships.
WHAT YOU WILL DO IN THIS ROLE
- Drive Customer Adoption and Value: You'll be responsible for executing our customer success playbooks, guiding customers through the onboarding process, and conducting regular check-ins. You will develop and manage success plans that help customers adopt key features and best practices, and you'll confirm that they are achieving their desired business outcomes.
- Provide Expert Guidance: You will serve as a trusted advisor, offering functional guidance on standard configurations and leading practices. You'll answer basic 'how-to' questions and troubleshoot common user issues, ensuring a smooth and effective customer experience.
- Manage Customer Health and Risk: You will monitor key customer health indicators and proactively identify and address potential churn risks based on health scores and engagement patterns. When red flags appear, you'll document them, report them to management, and collaborate with internal teams to find solutions.
- Strengthen Customer Relationships: You'll build and nurture relationships with key contacts within your accounts, acting as a reliable and knowledgeable partner. By proactively engaging with them, you'll build trust and foster strong advocacy for Certinia.
- Support Account Strategy: In collaboration with the Account Executive, you will co-develop and execute account plan items related to adoption and value attainment. You'll also be on the lookout for upsell and cross-sell opportunities that can further benefit our customers.
WHAT YOU NEED TO BE SUCCESSFUL IN THIS ROLE
- Experience: At least 3 years of experience in a customer-facing role in a SaaS environment.
- Communication Skills: Excellent verbal and written communication skills with the ability to manage standard customer escalations and clearly communicate status updates during high-stress situations.
- Customer-Centric Mindset: A strong passion for helping customers succeed and a proven ability to build strong, lasting relationships.
- Technical Aptitude: The ability to understand and provide functional guidance on a complex software platform and the skills to troubleshoot common user issues.
- Proactive Attitude: A self-starter who can monitor customer health and proactively identify and address risks before they become major issues.
WHAT ELSE WOULD BE GREAT
- Certinia/Salesforce Platform Experience: Previous experience working with the Certinia or Salesforce platform.
- Account Planning Skills: Experience in developing and executing account plans.
- Problem-Solving: The ability to think critically and coordinate internal teams to resolve customer issues effectively.
Customer Success Manager-UK in London employer: UK Remote
Certinia is an exceptional employer that values flexibility and work-life balance, offering a part-time remote HR Specialist role that allows you to contribute meaningfully from anywhere in the UK. With a strong focus on employee growth and development, Certinia fosters a collaborative work culture where your analytical skills and process optimization expertise will be highly valued, ensuring you play a pivotal role in enhancing global HR operations. Join us to be part of a dynamic team that prioritises innovation and efficiency in a supportive environment backed by industry leaders.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager-UK in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at UK Remote. 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 UK Remote 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-UK in London
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 UK Remote:Your cover letter is your chance to shine! Tell us why you want to work at UK Remote 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 UK Remote!
How to prepare for a job interview at UK Remote
✨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.
