Managed Services, Client Success Manager
About the Role
Our team needs an ambitious, self-starting Salesforce Client Success Manager with excellent time management and communication skills interested in building a successful Managed Services team.
The Client Success Manager is responsible for proactively engaging, nurturing and bringing success to our clients while also keeping Neocol’s best interests at heart. The Client Success Manager ensures that our clients achieve their desired outcomes at every stage of their journey and that they realize continued value from our solutions and services. The Client Success Manager also ensures that clients are continuously getting the most value they can from our solutions and services to achieve their goals over the customer lifecycle.
As a Revenue Cloud Expert Navigator, Neocol helps SaaS & Subscription businesses scale & grow. This is your chance to play a critical role in ensuring the longevity of our customer's solution as well as being involved in building a team of consultants.
Description of Neocol
Neocol helps subscription companies scale & grow! Advising the world’s most innovative B2B organizations on how to optimize their subscription & billing management and billing processes to gain competitive advantage, promote cross-functional transparency, and provide a superior customer experience.
Day-to-day Responsibilities:
- Lead the ‘Customer Readiness’ phase (with support from other resources as required)
- Work collaboratively with our Solution Leads & Consultants in delivering SOWs
- Serve as the Customer's primary point of contact and first-level escalation point
- Manage multiple Customer engagements concurrently
- Manage the engagement scope, schedule, issues/risks, and budget
- Prepare status report/progress report each week and leads status meetings with the Customer
- Facilitate resourcing & forecasting
- Lead internal and external stand-up meetings
- Oversee timelines and team progress
- Ensure overall success of engagement (escalations, project health, etc.)
- Understand the client’s changing needs and update the plan accordingly
- Maintain service excellence and ensure that customers are achieving the goals they were looking to achieve when they purchased the service
- Foster strong relationships with clients to create trusted partnerships and ability to identify areas for further account expansion
- Funnel customer feedback and recommend the most efficient improvements to Neocol’s cross-functional teams in order to ensure end-to-end great customer experience;
- Exhibit strong communication, organization and leadership skills - consistently demonstrating a positive example for our team and the client, in both actions and words; consistently staying above the line and promoting a productive work environment
- Be deeply invested in learning and deepening your skillset across the Salesforce platform becoming expert in the product set that Neocol implements for our customers (we cover certification costs and give raises for certifications!)
Skills and Experience Required for the role
- 3+ years of experience in customer facing roles
- 3+ years of experience in the field of client success or the equivalent, in improving customer satisfaction, adoption and loyalty
- Experience to secure and maintain professional work relationships and interact with clients at all levels (experience with C-Suite executives is an asset)
- You’re a self-starter with experience matching user requirements to Salesforce solutions.
- You should be highly organized with the ability to manage and prioritize while simultaneously working both collaboratively as well as independently.
- Work cross-functionally with technical and non-technical resources.
- You have excellent communication skills, both verbal and written, and the ability to translate technical subject matter to non-technical audiences.
- You are agile and can work well in environments where objectives and priorities are reviewed and assessed regularly.
- It is desirable that you possess at least two years’ experience implementing Salesforce CPQ, as well as cross functional experience in Salesforce Sales & Service Clouds. Salesforce Billing experience is also preferred.
- High degree of familiarity with declarative process automations as the platform shifts towards flows.
- Salesforce Administrator, CPQ Certification and the Billing Super Badge Set is strongly preferred.
- Experience using Jira, Slack, Google Workspace & Lucidchart
- Knowledgeable about the following is a plus: Revenue Cloud, B2B Commerce, Experience Cloud, Sales & Service Cloud
Benefits/Work Perks
- Fully remote workforce ensures that you have the tools you need to successfully perform your job and create a proper balance work and personal life
- Employer match 401K plan
- Full health, vision & dental benefit offerings
- Laptop reimbursement
- Unlimited PTO and Mandatory 1 week of PTO per quarter
- Mobile & Internet reimbursement
- Certification achievement salary increases
We hope to hear from you soon!
Please note:
Neocol is an equal-opportunity employer. Neocol does not discriminate against any employee or applicant because of race, religion, sex, sexual orientation, age, national origin, ancestry, disability, arrest or conviction record, marital status, military service, or any other characteristic protected by applicable local, state or federal law and reasonably accommodates applicants and employees as required by applicable law.