Technical Customer Success Manager
Remote UK
ABOUT CERTINIA
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 the ability to run a connected services business, deliver with intelligence, and achieve business agility. Headquartered in Austin, Texas with offices around the world, Certinia is backed by Haveli Investments, General Atlantic and Salesforce Ventures. For more information, visit
www.certinia.com . THE ROLE
The Technical Customer Success Manager, “TCSM”, is a valuable source of product & domain expertise to Certinia customers paying for Premier or Elite upgraded success offerings. Our TCSM’s work with a broad cross-functional team to provide technical guidance and coaching, develop technical success plans, interact with our vibrant user community, and serve as resident experts to both internal and partner teams. The TCSM will be called on for additional mentoring, training, and overall guidance to the team. WHAT YOU WILL DO IN THIS ROLE
Deliver
Deliver technical coaching, demonstration, and adoption check sessions based on common business challenges. Show how Certinia products can solve these challenges with out-of-the-box functionality. Respond to these requests for technical assistance from colleagues and customers with a sense of urgency and professionalism. Address questions around training and provide basic demonstrations of standard use of our products that address the needs of our customers. Evaluate complex sets of issues and recommend resources to engage in order to address those issues for the customer. Up to 20% of time allocated to Elite Accounts, working as Named Technical Lead.
Participate and Proactively Contribute
Participate in Customer Success Planning [CSP] - Responsible for and owns the Technical Success [TS] Plan component of overall CSP for named account[s]. Proactively monitor Technical Success Entitlements [TSE] and Consumption.
Inform & Educate
Act as SME on our latest versions of our products to encourage customers to upgrade. Acquire and maintain knowledge of existing systems and new systems in order to provide accurate assistance and coaching to customers. Act as an advisor for advanced Certinia.com features, such as our APIs, Output Builder, integrations. Create customer-facing documentation on releases as well as assessment of adoption.
Collaborate
Participate in special projects, as required, under general supervision that enhances the quality or efficiency of the TCSM Team and support service (e.g. monitoring overall queue statuses). Engage with the Certinia Community as a technical SME to offer guidance on common solutions to common business challenges. Collaborate with CS providing adoption and technical success planning for customers paying for Premier or Elite upgraded success offerings. Participate with Product Management Teams to provide insight and feedback from technical sessions with Customers. Drive adoption of better training, understanding of our products and faster time-to-resolution of issues while positively impacting our customers. Regular communication with project leads and admins across our customers joining calls led by the CSMs or Product to help them address challenges with getting the data they need out of our reporting tools, and outcomes needed out of our features/products.
WHAT YOU NEED TO BE SUCCESSFUL IN THIS ROLE
Technical Knowledge
Proven experience in technical customer support to a Senior level or as a Salesforce.com administrator or developer. Ability to identify and submit product enhancement requests. Experience administering or developing on Salesforce.com. Demonstrable understanding of Software as a Service.
Product Knowledge
Demonstrate senior system administrator or application owner level of understanding of PS Cloud and knowledge of its adjacent products e.g. Services CPQ and CS Cloud. Familiar with at least two other Certinia products. Exhibit an advanced understanding of the Certinia solution perspective and how it applies to common business challenges.
Decision Making
Seeks input from other teams, but has autonomy to make decisions on how to advise the CSM and customer to increase their adoption or overcome challenges in the best interest of the client and Certinia.com; seeks to develop mutually beneficial decisions. Proposes plan based on situation investigation, with input from CSM and Sr. TCSM, to present to the customer to move forward toward a solution.
Other
Excellent writing skills to be able to create training materials for internal and external stakeholders. Exhibit strong problem solving and troubleshooting skills. Exhibit the ability to translate customer requests into functional recommendations.
WHAT ELSE WOULD BE GREAT
Preferred certifications: Salesforce Administrator Salesforce App Builder Salesforce Advanced Administrator or Business Analyst Certinia Admin (PS Cloud) Typical work experience required is 5+ years in technology consulting, support, system administration or related work. #LI-HJ1 #remote #J-18808-Ljbffr
Remote UK
ABOUT CERTINIA
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 the ability to run a connected services business, deliver with intelligence, and achieve business agility. Headquartered in Austin, Texas with offices around the world, Certinia is backed by Haveli Investments, General Atlantic and Salesforce Ventures. For more information, visit
www.certinia.com . THE ROLE
The Technical Customer Success Manager, “TCSM”, is a valuable source of product & domain expertise to Certinia customers paying for Premier or Elite upgraded success offerings. Our TCSM’s work with a broad cross-functional team to provide technical guidance and coaching, develop technical success plans, interact with our vibrant user community, and serve as resident experts to both internal and partner teams. The TCSM will be called on for additional mentoring, training, and overall guidance to the team. WHAT YOU WILL DO IN THIS ROLE
Deliver
Deliver technical coaching, demonstration, and adoption check sessions based on common business challenges. Show how Certinia products can solve these challenges with out-of-the-box functionality. Respond to these requests for technical assistance from colleagues and customers with a sense of urgency and professionalism. Address questions around training and provide basic demonstrations of standard use of our products that address the needs of our customers. Evaluate complex sets of issues and recommend resources to engage in order to address those issues for the customer. Up to 20% of time allocated to Elite Accounts, working as Named Technical Lead.
Participate and Proactively Contribute
Participate in Customer Success Planning [CSP] - Responsible for and owns the Technical Success [TS] Plan component of overall CSP for named account[s]. Proactively monitor Technical Success Entitlements [TSE] and Consumption.
Inform & Educate
Act as SME on our latest versions of our products to encourage customers to upgrade. Acquire and maintain knowledge of existing systems and new systems in order to provide accurate assistance and coaching to customers. Act as an advisor for advanced Certinia.com features, such as our APIs, Output Builder, integrations. Create customer-facing documentation on releases as well as assessment of adoption.
Collaborate
Participate in special projects, as required, under general supervision that enhances the quality or efficiency of the TCSM Team and support service (e.g. monitoring overall queue statuses). Engage with the Certinia Community as a technical SME to offer guidance on common solutions to common business challenges. Collaborate with CS providing adoption and technical success planning for customers paying for Premier or Elite upgraded success offerings. Participate with Product Management Teams to provide insight and feedback from technical sessions with Customers. Drive adoption of better training, understanding of our products and faster time-to-resolution of issues while positively impacting our customers. Regular communication with project leads and admins across our customers joining calls led by the CSMs or Product to help them address challenges with getting the data they need out of our reporting tools, and outcomes needed out of our features/products.
WHAT YOU NEED TO BE SUCCESSFUL IN THIS ROLE
Technical Knowledge
Proven experience in technical customer support to a Senior level or as a Salesforce.com administrator or developer. Ability to identify and submit product enhancement requests. Experience administering or developing on Salesforce.com. Demonstrable understanding of Software as a Service.
Product Knowledge
Demonstrate senior system administrator or application owner level of understanding of PS Cloud and knowledge of its adjacent products e.g. Services CPQ and CS Cloud. Familiar with at least two other Certinia products. Exhibit an advanced understanding of the Certinia solution perspective and how it applies to common business challenges.
Decision Making
Seeks input from other teams, but has autonomy to make decisions on how to advise the CSM and customer to increase their adoption or overcome challenges in the best interest of the client and Certinia.com; seeks to develop mutually beneficial decisions. Proposes plan based on situation investigation, with input from CSM and Sr. TCSM, to present to the customer to move forward toward a solution.
Other
Excellent writing skills to be able to create training materials for internal and external stakeholders. Exhibit strong problem solving and troubleshooting skills. Exhibit the ability to translate customer requests into functional recommendations.
WHAT ELSE WOULD BE GREAT
Preferred certifications: Salesforce Administrator Salesforce App Builder Salesforce Advanced Administrator or Business Analyst Certinia Admin (PS Cloud) Typical work experience required is 5+ years in technology consulting, support, system administration or related work. #LI-HJ1 #remote #J-18808-Ljbffr
