Senior Client Success Manager

Website Prolocity

No recruiters or third party vendors. Sponsorship not offered. Direct Hire, Full Time

Prolocity is a highly regarded full-service Salesforce consultancy focused on delivering a competitive advantage to our clients. We combine strategy, proven process, and quality execution to create an exceptional client experience leading to transformational outcomes. 

Finding the best talent starts with the hiring process. We’re not a one-interview and quick-decision sort of place – we invest time and resources to ensure that Prolocity is the right fit for our potential team members. We are committed to growing a diverse team, centered on inclusion, equality, and mutual respect. 

WHAT WE LOOK FOR 

As a Senior Client Success Manager, you’ll work closely with key stakeholders inside and outside the company to create scalable solutions that encourage the use of our services and increase revenue. You’ll be a trusted guide, navigating high-level customer relationships and mentoring other Client Success Managers. Your role is central to fostering smooth collaboration between clients, Salesforce, and teams at Prolocity, including executive leadership, solution engineering, and delivery groups. You will be self-driven with a strong software/tech sales or consultancy background. You’ll need to leverage technical know-how and business insight to develop strategic solutions and promote the widespread use of Prolocity’s project and PROserve services. Additionally, you’ll help define top-notch client management practices and processes, adapting to our changing business needs.

ACCOUNT MANAGEMENT + RELATIONSHIP BUILDING
● Internally
○ Fosters strong relationships by leading by example and mentoring others.
○ Ability to strategically resolve complex conflicts to ensure alignment with Prolocity processes and best practices.
○ Ability to take a more strategic role in supporting delivery teams, contributing to high-level planning and decision-making
● Externally
○ Has the ability to go beyond basic relationship building, developing and executing strategies for deepening client relationships to foster long-term partnerships with our clients and partners.
○ Understand and integrate with client organizations deeper, establishing connections and influence across multiple layers.
○ Takes a proactive and strategic role in client advocacy, often involving high-stakes situations, ensuring that client interests are represented at the highest level within Prolocity.
○ Identifies and capitalizes on complex sales opportunities by leveraging a deep understanding of client needs and market dynamics.

OPPORTUNITY MANAGEMENT
● Leverages existing networks and cultivates new connections in creative ways to win.
● Use of strategic planning and forecasting for meticulous pipeline management and anticipation of market shifts.
● Proven ability to consistently develop meeting agendas, document notes, and tasks from client and AE calls and distribute them to the appropriate audiences.

OPPORTUNITY MANAGEMENT CON’T
● Manage renewals and increase our managed service as set by the Director of Client Success and SVP of Strategy + Growth.
● Supports the Director of Client Success and SVP of Strategy + Growth in planning and forecasting renewals and minimizing churn.

NEGOTIATION
● Empathizing and understanding the needs of all parties (Prolocity, the client, and Salesforce) and crafting solutions that address everyone’s interests.
● Expertise in handling objections and overcoming obstacles while maintaining a collaborative atmosphere is crucial.
● Masters the art of compromise and finding creative solutions to secure agreements that drive long-term partnerships and mutual growth.

RISK MANAGEMENT
● Ability to identify and mitigate risks or issues that may negatively impact our right to win, implementing strategies to minimize impact on the deal
● Ability to navigate risk communication to clients at all levels, including the C-Suite.
● Escalates deal and account risk as necessary to Sales Leadership.

EFFECTIVE COMMUNICATION
● Align strategic communication with the overall business strategy by conveying the company’s vision, mission, and value proposition to clients.
● Listens attentively to clients’ needs, concerns, and questions to tailor their responses effectively and demonstrate a genuine interest in addressing clients’ needs.
● Understanding the customer’s perspective and showing empathy toward their challenges builds trust and rapport, which can positively influence sales.
● Ability to effectively communicate/navigate complex relationships with C-Suite level client stakeholders.

QUALITY CLIENT SATISFACTION
● Ability to deeply understand their client’s business goals, challenges, and expectations.
● Works to tailor services to fit individual client needs better, enhancing satisfaction and loyalty.
● Ability to be adept at problem-solving and capable of coordinating with other departments to resolve client issues promptly.
● Establish a feedback loop where clients can share their experiences and suggestions.

TECHNICAL KNOWLEDGE
● Attain and maintain your designated certification(s), steadily increase your technical knowledge of Salesforce solutions, and have a base-level knowledge of other third-party apps that typically support a given vertical process.
● Staying abreast of the current technology and the latest changes to the Salesforce platforms earmarks us as experts in the field.

DEMONSTRATES EXPERTISE
● Displays an aptitude for a high level of understanding of the client’s Salesforce environment to meet specific business needs.
● Collaborates with clients to develop a prioritized strategic initiative roadmap that aligns with their business goals and needs.
● Uses a problem-solving mindset to understand client needs.

COLLABORATION WITH SOLUTIONS ENGINEERING + DELIVERY
● Ensures that client needs and feedback are accurately communicated to the Solution Engineering and Delivery teams.
● Participates in planning and strategy sessions. Establishes a feedback loop where the Solution Engineering and Delivery teams can provide updates on progress and any challenges they face and collaborate on future process improvements. Provides client feedback as needed.
● Works with the project team to set realistic expectations for delivery timelines, scope, and outcomes.

NON-SALES WORK
● Collaborates and supports internal initiatives.
● Consistent participation in org-wide events & meetings.
● Preparation and delivery of training sessions for the organization.
● Consistently works on professional development throughout the year
● Meet/Exceed Prolocity Gives volunteer hours.

POSITION QUALIFICATIONS
● Bachelor’s degree or equivalent experience
● 5-10 years experience in account manager or similar sales roles.
● Motivated individual with strong analytical and problem-solving skills.
● Strong presentation and communication skills
● Team player with strong interpersonal skills
● Flexible- energized by tackling multiple different problems and able to switch tasks easily
● Must be able to problem-solve, execute independently, and manage deadlines appropriately
● Ability to recognize problems and escalate to leadership when necessary
● Willing to own the resolution and execution of tasks – dependable and consistent
● Ability to regularly meet or exceed KPI and Account Management standards
● Ability to grow and adapt to changing guidelines or processes
● Strong work ethic and attention to detail
● Comfortable in a fast-paced environment
● 2-4 years of business analysis experience
● 2-4 years of Salesforce or other SAAS sales experience preferred
● 2-4 years experience in one or more of the following industries: Nonprofits,
Professional Services, and/or Health and Life Sciences preferred.

HOW WE MEASURE SUCCESS IN THIS ROLE: KPIs
● Requests completed promptly to client & team satisfaction
● Sales goals met on a weekly, monthly, quarterly, and annual basis
● Maintain a high level of client retention & satisfaction

POSITION OVERVIEW AND WORK CONDITIONS
Classification: Exempt
Department: Delivery
Position Type: Full-Time
Expected Work Hours: M-F; 40+ hrs/wk
Eligible for Overtime: No
Travel: Less than 5%
Reports To: Director of Client Success
Supervisory Role: No
Work Environment: Prolocity Office/Remote Office; Moderate noise level on the main floor; Use of huddle rooms for privacy
Physical Demands: Sedentary: Exerting up to 10 lbs. of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body. Involves sitting most of the time but may involve walking or standing for brief periods of time; Constantly: Activity or condition exists 2/3 or more of the time.

*Disclaimer: This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time, with or without notice.

What happens when you put people at the center of every decision you make? You create an ecosystem that fuels growth. We’ve built Prolocity on that idea and we have thrived – and have helped our clients thrive. Our keystone? A People-First culture.

OUR CORE VALUES 

  • INTEGRITY: Integrity is at the center of everything we do. We are ethically unwavering and strive to consistently align our actions with our words.
  • PEOPLE-FIRST: We put people first in every decision. We are committed to growing a diverse team, and our diversity has proven to be one of our greatest strengths.
  • DREAM TEAM: We attract, develop, and retain the best talent for our business. We challenge our people to thrive by relying on the phenomenal power of collaboration to foster a positive work environment.
  • CLIENT VALUE: We facilitate the processes by which our clients become high-performance businesses. We strive to introduce solutions that improve the overall quality of life for their employees.
  • GIVING: We are dedicated to positively impacting the communities we serve. We accomplish this by giving generously of our time, talents, and resources through our integrated pledge 1% giving model.

PERKS AT WORK 

  • Prolocity Cafe (Local Team Members): We keep the “Prolocity Cafe” stocked with a variety of healthy snacks and drinks that are available at no cost all day, every day. 
  • Fitness Membership: We encourage our team members to live a healthy lifestyle. In direct support of this, we provide monthly gym membership reimbursement. 
  • Unlimited PTO: Our flexible time-off policy is based on trust and mutual respect which allows our team members to take as much time off as they need 
  • Flexible Schedule: Life happens. We encourage our people to find the best schedule and working arrangement to realize their potential and mitigate unneeded stressors. 
  • Competitive Compensation: We offer strong growth opportunities, competitive pay with uncapped earning potential, incentives for career development, and excellent insurance. 

ADDITIONAL BENEFITS 

  • Strong growth/advancement opportunities
  • Team-centric, respectful, caring, and collaborative company culture
  • 401(k) with match
  • Health Insurance Plan
  • Vision and Dental Insurance
  • Career Development, Training, & Certification opportunities
  • Integrated philanthropic model – committed to giving back to the community
  • Employee appreciation events
  • Best Places to Work Finalist – 2018, 2019, 2020, 2021, 2022, 2023
  • 2020 INC. 5000 list of America’s fastest-growing privately-held companies
  • 2021 INC. 5000 list of America’s fastest-growing privately-held companies
  • 2022 INC. 5000 list of America’s fastest-growing privately-held companies
  • 2023 INC. 5000 list of America’s fastest-growing privately-held companies
  • Fast 55 2019, 2020, 2021 nomination & 2022 Winner for Medium-Sized Business, 2023
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