Customer Success Consultant
FullCRM is a Gold Partner Salesforce consulting firm that delivers functionally rich CRM solutions to the SMB and Mid Market sector with customers across a wide portfolio of industries.
Since the company’s founding in 2014, FullCRM has become a multi-award winning consultancy, taking the prestigious Salesforce Implementation Partner of the Year. Renowned for delivering successful, high-quality customer-centric projects, FullCRM has experienced continued growth and is preparing for further expansion in 2021.
FullCRM’s culture is fast-paced but values employee happiness and prides itself on being a collaborative, diverse and inclusive workplace. FullCRM is invested in your personal well-being by offering a work-life balance and personal and professional development opportunities tailored to you.
As a Customer Success Consultant, you will work with FullCRM’s Customer Success team providing on-going support, continuous improvement, advice and expertise to FullCRM’s diverse customer base.
Each day as a Customer Success Consultant is unlike the last, requiring you to have the ability to work in a fast-paced environment across multiple customers all who may have a different problem you need to solve.
As a Customer Success Consultant, many of our customers look to you to provide system recommendations, best practice advice and solutions to solve real-world business problems or function requests. It will be your responsibility to understand these requirements and provide solutions or advice where applicable.
As a Customer Success consultant, you are not on your own, but part of an experienced team to leverage expertise from; however, you will be in positions where you are managing customer relationships & meetings on your own and need to be comfortable and confident with external stakeholders.
This role would suit a Salesforce Administrator, Salesforce Analyst, Salesforce Consultant or similar who finds working with a single client slow-paced and is looking for something more solutions & problem-focused, customer-centric, varied with elements of client management.
Important to note that just because you have been a Salesforce Administrator for a client that has implemented Salesforce, there is a large leap between that role and this one.
This is a professional services environment, and as such you will be responsible for logging timesheets as well as understanding your time is billed to the customer. As such, you are responsible for communicating that when appropriate but also managing your time effectively.
Being a Customer Success consultant is a rewarding and challenging opportunity to learn a vast amount about customers, industries and Salesforce in a fast-paced environment where you will help multiple customers get more from their system and grow.
Support client’s Salesforce instance that may be configured with multiple Salesforce products
Responding to client queries promptly and recording all interactions in our CRM
Carrying out system enhancement to our client’s Salesforce system
Carrying out incident analysis on client’s logged Salesforce issue and finding a solution
Providing best-practice answers to client questions regarding Salesforce
Pride, Care & Attention to all client work completed
Preparation of training documentation and videos
Internal Documentation & Governance
Support administration of internal CRM instance
Salesforce education – trailheads, and certifications (both Salesforce and ISV)
Billable Hours Completed
Customer Query Response Time
High NPS Score (Customer Feedback Score)
FullCRM’s Quality of work standard
Obtaining Salesforce Certifications
Skills, Experience & Qualifications:
Passion for Salesforce, CRM and a career in professional services
Ability to communicate with clients well both verbally and written
Strong analytical and reasoning abilities. A mindset that enables solving complex problems.
Strong attention to detail & work standard
Thirst for knowledge that will drive you to obtain multiple Salesforce certifications
Salesforce or professional services experience will be highly regarded.
If you would like to be considered for this excellent opportunity, please provide your details below…