Customer Success Manager UK London, England
Job description
VRP Consulting is an global, full-service Salesforce® consulting, development, and expert outsourcing partner delivering across the entire Salesforce platform. We’re passionate about using our expertise for the benefit of all kinds of clients worldwide, whether they’re a nonprofit organization or an industry-leading business.
VRP is a 2022 and 2020 Salesforce Innovation Award Winner, and 1 of only 9 Salesforce Product Development Outsourcers (PDOs) worldwide. We love to take on exciting and interesting projects and we care about professional development. With more than 12 years in the market, 16 offices in 12 countries and over 2,000 successful projects, when you join VRP, you’re in the perfect place to do great work, learn and develop your skills, and take your career forward.
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
Additional Information
- 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
