• Du bist über den gesamten Kundenzyklus hinweg Ansprechperson, vom Onboarding über laufende Anliegen bis hin zur Vertragsbeendigung • Eigenständige Bearbeitung und Dokumentation von Tickets • Du koordinierst intern die notwendigen Schritte und sorgst dafür, dass Kundenanliegen effizient gelöst werden • Du erkennst Muster im Support-Alltag und hilfst uns, daraus skalierbare Lösungen zu entwickeln

• Serve as the global subject matter expert on Salesforce usability, workflow design, automation, and analytics. • Lead continuous improvement initiatives to reduce clicks, remove friction, and improve seller productivity. • Act as CRM product owner for Sales, managing the prioritization and intake of new features and solutions. • Ensure the end-to-end sales tech ecosystem works together in a seamless, intuitive way. • Act as the global leader for Salesforce and the broader sales tech stack, promoting adoption through storytelling, best practices, and real-world examples. • Build and deliver compelling training (live, virtual, self-serve) that helps sellers unlock more value from Salesforce, Korn Ferry Sell, Highspot / Showpad, and the mobile experience. • Partner with data & analytics team members to design and govern high-impact dashboards and reporting suites that help sellers prioritize actions and equip leaders with visibility into performance.

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: Agent Success Associate Location: Phoenix United States Job Description: About Orchard Orchard's mission is to make home buying and selling, stress free, fair and simple. For the average American, the home purchase and sale process takes months, creates anxiety, and is filled with uncertainty and hassle. Orchard has reimagined the end-to-end experience of buying and selling, from innovative home search tools to find the perfect home to the ability to buy a new home before selling your current one. Orchard customers manage the entire experience through a personalized online dashboard, while also getting the support of best-in-class Orchard real estate agents. Headquartered in New York City with teammates across the US, Orchard has 150+ full time employees and 600+ real estate agents. We have financing from top-tier investors including Revolution Growth, Firstmark, Accomplice, Navitas and Juxtapose, who have also backed the likes of Pinterest, AirBnb, Shopify and Sweetgreen. We're proud to have been recognized by Crain's, Inc. 5000, Glassdoor, Parity.org and Built In on their lists of best places to work. About the Role At Orchard, Agent Success Associates play a crucial role in ensuring the success of our agents. We are dedicated to supporting both current agents and new recruits through effective onboarding and ongoing assistance. Our dynamic team collaborates with Training and Product teams to manage systems and processes aimed at achieving agent excellence. This is a full-time remote position reporting to the Senior Manager of Transaction Operations. The role requires a strong commitment to customer service and availability to work Central Time hours from 8:00 AM-5:00 PM CST, including one Saturday per month. What You'll Do Here: - Monitor and manage Agent Workflow requests by updating Orchard systems and escalating issues to cross-functional teams. - Oversee questions and requests on various Slack channels, ensuring prompt and effective responses. - Assess agent readiness by facilitating Listing presentation tests and delivering constructive feedback. - Set up agents in multiple systems and track their compliance to qualify for leads. - Assisting onboarding agents with their first 4 leads - Monitoring and managing Orchard's social media accounts - Facilitate pre-onboarding communications - Provide 1:1 support to onboarding agents, assisting them with technological issues and general inquiries. We'd Love to Hear from you if you Have: - 2-3 years of relevant work experience in operations or support - Proficient in Click up, Slack and a CRM tool (preferably Follow Up Boss) - Excellent communication and collaboration skills - Ability to multitask and prioritize effectively in a fast-paced environment. - Professional demeanor and ability to foster positive interactions with internal and external stakeholders. Orchard is proud to be an equal opportunity employer. We provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, veteran status, or any other protected status in accordance with applicable law.