Certinia

Title: Senior Customer Success Manager Location: Austin United States Job Description: Senior Customer Success Manager Remote in the US WHO WE ARE 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. 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 We're looking for a motivated and experienced Senior Customer Success Manager (CSM) to join our growing team. In this role, you'll be a trusted advisor to a portfolio of Certinia customers, and will leverage product expertise to proactively connect customer business outcomes to Certinia's product capabilities, ensuring tangible value is realized. You'll be a critical part of their success, helping them adopt our products, navigate challenges, and expand their use of our platform. WHAT YOU WILL DO IN THIS ROLE - Drive Customer Adoption and Value: You'll be responsible for executing our customer success playbooks, from onboarding to regular check-ins. You'll create and manage Success Plans that guide customers to adopt key features and best practices, confirming that they are achieving their desired business outcomes and value from our products. - Provide Expert Guidance: Act as a functional expert, offering guidance on standard configurations and leading practices. You'll answer basic "how-to" questions and troubleshoot common user issues, ensuring a smooth and effective user experience. - Manage Customer Health and Risk: Proactively monitor customer health indicators and engagement patterns to identify and mitigate churn risks. You'll report any red flags to management and collaborate with internal teams to address potential issues. - Build and Nurture Relationships: You will develop and maintain strong relationships with key stakeholders across your accounts, building trust and fostering a sense of advocacy for Certinia. - Collaborate on Account Strategy: Work closely with the Account Executive to co-develop and execute account plan items focused on adoption and value attainment. You'll also support the sales and professional services teams on opportunities for expansion. WHAT YOU NEED TO BE SUCCESSFUL IN THIS ROLE - Proven Experience in Customer Success: You should have a track record of successfully managing a portfolio of enterprise customers with a book of business of around 10 million ARR in a SaaS environment. - Strong Technical and Product Acumen: You can quickly learn and understand new technology. You're comfortable providing functional guidance and troubleshooting common issues. - Excellent Communication and Relationship Skills: You are a natural at building rapport and trust with customers. You can clearly and effectively communicate complex information, manage difficult conversations, and maintain a positive relationship even during high-stress situations. - Proactive and Strategic Thinking: You don't just react to problems; you anticipate them. You can identify risks and opportunities within an account and take action to address them. - Collaboration and Teamwork: You're a team player who can work effectively with internal teams across Sales, Professional Services, and Support to ensure a seamless customer experience. WHAT ELSE WOULD BE GREAT - Experience with Certinia products. or a strong understanding of professional services automation (PSA), enterprise resource planning (ERP), or customer relationship management (CRM) software. - Experience working in a fast-paced, high-growth environment. - Experience working with Salesforce and the Salesforce ecosystem. The reasonably expected base salary range for this full-time position is $110,000 - $190,000 full OTE (80/20 split) Please note that the final offer will be determined by a variety of factors, including the candidate's relevant experience, skills, and qualifications, as well as internal equity and market data. In addition to a competitive base salary, Certinia offers: - Holistic Wellness Program: Monthly wellness stipends to use toward gym memberships, mental health resources, or fitness equipment, alongside access to premium wellness apps. - Flexible Work Environment: We support work-life balance through a variety of remote, hybrid and flexible scheduling options for many roles. - Industry-Leading Parental Leave: Generous fully-paid parental leave for birthing and non-birthing parents to support your family's newest additions. - Comprehensive Coverage: Premium medical, dental, and vision insurance, a 401(k) with a competitive company match, and generous paid time off (PTO) plus observed company holidays. - Growth & Development: A commitment to your professional evolution through internal workshops, skill-building initiatives, and supported learning paths.

Title: Principal Value Advisor Location: - Austin, TX 78719, USA - Remote - Solution.Engineer - Full-Time - Requisition #: PRINC001395 PRINCIPAL VALUE ADVISOR WHO WE ARE 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 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 presence around the world, Certinia is backed by Haveli Investments, TA Associates, General Atlantic and Salesforce Ventures. For more information, visit www.certinia.com. THE ROLE We seek a dynamic, analytical, and customer-focused Principal Value Advisor to complement the existing team in our Value Advisory team in North America. This role will focus specifically on a subset of our largest strategic accounts & impact the region’s success in a significant way. The Value team consists of ex-consultants and industry experts driving growth and success for Certinia. We collaborate extensively with senior business executives at prospects and customers to identify business challenges, align investments with strategic objectives of the company and create compelling business cases for change. If you excel in dynamic settings, prioritise customer excellence, have a strong record of collaborating with account teams and are ready to be part of a high-performing sales team dedicated to excellence, we’d love to meet you! WHAT YOU WILL DO IN THIS ROLE * Lead engagements with prospective customers and use your business/financial acumen to build a compelling business case aligned to their objectives, pains, and improvement opportunities. * Act as a subject matter expert and interact, prioritise and manage relationships with field sales organisations and supporting GTM functions to align and drive value engagement. * Create and present boardroom-quality business case presentations showcasing the projected business impact the customer can achieve using Certinia solutions, typically to senior execs. * Keep informed about industry trends and advancements related to our solutions portfolio * Influence & work with Certinia colleagues to coach, scale value adoption and improve their understanding of business value & customer excellence. * Lead the development of collateral for internal and customer-facing use. Develop industry-specific value propositions and use cases which can scale across other regions and influence Certinia’s marketing messaging. * Help build the future of the value practice at Certinia: contribute to the development of best practices and tools for an enhanced value-based selling adoption. * Travel is required and varies throughout the year WHAT YOU NEED TO BE SUCCESSFUL IN THIS ROLE * Excellent customer-facing skills with a knack for credibility, trust, and influence with senior executives and business leaders within target accounts. * Demonstrated experience and sound judgement in building and presenting business cases to senior client audiences, including C-Suite executives. * Financial modelling, benchmarking, quantitative skills and experience developing/defending large-scale capital appropriation requests, including solid familiarity with PowerPoint & Excel. * Expertise in client discovery, identifying and prioritising use cases, suggesting improvement measures and becoming a change agent for Certinia customers. * Demonstrated capacity for independent decision-making and decisive action in complex, ambiguous environments. * Proven aptitude to work in / lead a virtual team environment and ability to build consensus WHAT ELSE WOULD. BE GREAT * A minimum of 10-15 years of experience in a business consulting, technology consulting or value consulting role. * An MBA from a top-rated business school and an undergraduate degree in Business, Finance or a quantitative field. * Proven background in value-based technology selling or consulting, ideally within a commercial/ sales setting. The reasonably expected base salary range for this full-time position is $180,000-$200,000 with an OTE up to $250,000. Please note that the final offer will be determined by a variety of factors, including the candidate’s relevant experience, skills, and qualifications, as well as internal equity and market data. In addition to a competitive base salary, Certinia offers: - Holistic Wellness Program: Monthly wellness stipends to use toward gym memberships, mental health resources, or fitness equipment, alongside access to premium wellness apps. - Flexible Work Environment: We support work-life balance through a variety of remote, hybrid and flexible scheduling options for many roles. - Industry-Leading Parental Leave: Generous fully-paid parental leave for birthing and non-birthing parents to support your family’s newest additions. - Comprehensive Coverage: Premium medical, dental, and vision insurance, a 401(k) with a competitive company match, and generous paid time off (PTO) plus observed company holidays. - Growth & Development: A commitment to your professional evolution through internal workshops, skill-building initiatives, and supported learning paths. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.