Customer Success Partner Vlocity

http://thediversitynetwork.org/company/mr-tm
Mr TM
LA  -  United States
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United States, United States
Job Detail
  • Industry:
    Customer Service
  • Total Positions:
    1
  • Job Type:
    Full Time
  • Salary:
    Depends
  • Job Location:
    ATLANTA, United States
  • Minimum Education:
    Certification
  • Minimum Experience:
    Fresh Year
  • Apply By:
    Jul 17, 2018
  • Job Posting Date:
    Mar 17, 2018
Job Description

Vlocity is a fast-growing enterprise applications company focused on bringing industry-specific business processes to the cloud. With 300 employees around the world and customers on six continents, Vlocity has been the fastest-growing independent software vendor on the Salesforce platform for two years running. Vlocity is currently shipping version 15 of its application suite, and has raised over $100MM in capital from investors including Salesforce.com, Accenture and Sutter Hill Ventures. 



Vlocity develops software to help communications, media & energy providers, insurance carriers and government agencies digitally engage customers through their channels and devices of choice. We serve dozens of the world’s Fortune 5000 companies including Sky Italia, Telecom Italia, TELUS, 3, Telecom Argentina, Cellcom, New York Life, Farmers Insurance, Harvard Pilgrim, and Anthem. Our solutions run on our customers’ web sites, in their contact centers and on the mobile devices of their service and sales professionals – providing a compelling, modern, omnichannel experience. Despite the complexity and sophistication of the enterprise business processes we enable, we believe the user experience should be as simple and compelling as a consumer application. 



Job Description 

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You will always have our Vlocity customers best interest in mind, acting as their internal advocate and trusted advisor to insure they are set up for success. Our Customer Success Partners (CSPs) work directly with customers to create a consistent and valued customer experience by developing and scaling repeatable methodologies and proven best practices to optimize the customer lifecycle; map the customer journey with a focus on metrics. Additionally, Vlocity cSPs participate in weekly and monthly customer Executive Steering Committee Meetings throughout the Customer Life Cycle. 



Our Customer Success Partners (CSPs) will become deep product experts with Vlocity's Vertical Cloud Apps, and work closely with our field sales and products teams to develop customer strategies and project plans that address customers' areas of need in new and existing accounts. This role will support primarily Fortune 1000 clients and will require effective and dynamic software project management, technical problem-solving and communication skills. 



You are experienced and comfortable working with customers, customer functions (IT, line of business, finance) at all stages of the Customer Life Cycle from pre-sales to post-sales. You will be responsible for providing thought leadership on our most influential customers and deployments. You will be responsible for articulating the Vlocity vision and product strategy, troubleshooting software deployments and managing technical project plans. 



Prior experience working with Salesforce.com cloud software or similar CRM applications is a requirement along with deep industry expertise in our target verticals. 



Responsibilities 



A strategic advisor for the Vlocity product and platform expert to the company’s largest, most complex enterprise level customers.

Drive Vlocity Customer Success Outcomes.

Define and optimize the Customer Life Cycle..

Establish a trusted adviser relationship that works to ensure customer's overall satisfaction.

Work with clients, understand their strategic business objectives and develop strategies to meet their goals.

Drive growth/adoption of Vlocity technology, with insights that improve our product value.

Facilitate and Manage monthly and quarterly business reviews with customer and account team members to confirm ongoing customer goals and metrics.

Connect and identify the right resources for issue resolution and escalation management.

Deepen and expand Vlocity’s relationship with its clients.

Drive growth/adoption of Vlocity technology, with insights that improve our product value.

Act as a liaison between the industry product teams and the customer with a focus on communicating the Vlocity industry products roadmap and how the roadmap will influence customer activities.

Develop success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations.

Work closely with Systems Integration partners to ensure customer success, identify solutions to technical challenges and to facilitate transitions following initial or follow-on deployments.

Leverage customer relationships for prospect and industry references.

Prioritize and drive resolution on escalated customer issues with Vlocity products teams.

Keep customers informed of process and procedural changes. Bias to making those around you successful and are comfortable working as a team player and mentor.

Contribute to building a positive, can-do, high-performance culture.

Desired Certifications / Qualifications 



Willing to travel 50%+ to customer project and post-sales meetings.

Stellar academic background, Bachelor degree or equivalent experience required with a preference for Computer Science or Engineering.

Significant experience in enterprise/business applications services, account management or consulting.

Significant, demonstrable experience administering and/or deploying the Salesforce.com Sales or Service Cloud Apps, or a similar leading CRM application.

Capability to translate business requirements into technical solutions.

Proven ability to collaborate and build strong relationships with customers, both at the Department and Executive level.

Deep industry domain experience in Financial Services, Insurance, Communications and Media, Public Sector, Healthcare, Retail/Consumer Products, or Automotive is a big advantage.

Excellent leadership, communication and teamwork skills.

Skills Required

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