Customer Success Manager

We are a 2022 and 2020 Salesforce Innovation Award Winner, and 1 of only 9 Salesforce Product Development Outsourcers (PDOs) worldwide. This ranks us as one of the top Salesforce consulting companies in the market today.  

We are a team of highly trained experts that are passionate about the Salesforce ecosystem and helping our clients achieve their digital transformation goals within that ecosystem.  We help them achieve these goals by  providing a wide range of services such as development, implementation, integration, customization, maintenance, and support.

With 25 years in the market, 16 offices across 12 countries and over 2,000 successful projects deployed we have learned how to create a dynamic and fun working environment all while constantly investing in our teams by providing them professional development and career growth opportunities

The Customer Success Manager is responsible for building a relationship with the client, gaining knowledge of their business, and understanding their project goals and objectives. They are focused on ensuring the success of the project, and are not solely focused on the process of managing the team.

The Customer Success Manager must be capable of managing a team effectively to ensure that the project is delivered within the parameters of time, cost, and quality. They will facilitate the development of the solution or product, and support the client throughout the delivery process to ensure the full engagement of business stakeholders.

This role is of particular significance for complex projects or enterprise transformation programs that may present numerous challenges and dependencies. The Customer Success Manager will need to navigate and support the VRP delivery team in addressing these challenges while ensuring the success of the project. In summary, the Customer Success Manager position involves a customer-focused approach to consulting engagements, with a strong emphasis on managing teams and facilitating successful project delivery.

Responsibilities:

• Ownership of 8-10 accounts, 
• Working closely with sales and delivery teams
• Building relationships and understanding of client business, objectives, and roadmaps
• Proactively look for opportunities to expand the business with the client and increase revenue
• Customer retention & renewal
• CRS + extension SOWs (within rate card and commercial parameters)
• Salesforce Opportunity pipeline mgmt
• Escalation path from client or Delivery Manager / Project Manager
• Client account planning and Quarterly Business Reviews
• Approving SF customer stories and VRP case studies
• Requesting CSATs (by logging projects in the SF partner portal)
• Maintain customers as active references 
• Invoice approvals
• Unbilled time/investment requests
• Project expenses and resourcing approvals
• Account status and milestone monitoring

• 5+ years as an account manager within product or services consulting
• High level knowledge of the Salesforce platform and how customers get benefit from the Salesforce - is essential
• Demonstrable ability to manage and grow enterprise accounts
• Achievement and success-driven personality
• Comfortable building relationships with C-level stakeholders and Salesforce AEs
• Great customer facing skills with ability to build and nurture relationships

• Discretionary bonus scheme -  % bonus depends of the Band/Level of Employee
• Enhanced Workplace Pension Scheme - Employer’s contribution % depends on the Band/Level of Employee 
• Private Healthcare cover - Individual / Family private healthcare cover depends on the Band/Level of Employee 
• Enhanced Annual leave entitlement - 25 days + Statutory Bank holidays
• Additional Leave - 1 day leave for birthday
• Death in Service benefit - Provides for loved ones in the event of your death, equivalent to four times annual salary 
• Access to an Employee Assistance programme - Providing 24 hour counselling support

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