Address
Form of work
SalaryTechnical Program Manager (Customer Care)
Austin, TX or US Remote
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 San Jose, California 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
Join Certinia as a Customer Care Manager, reporting to the Director of Customer Care. This role offers an exciting opportunity for a seasoned technical project or Program Manager with strong interpersonal skills, business and technical acumen, and a customer-centric mindset. As a pivotal part of our team, you will contribute to the delivery of end-to-end issue resolution for our customers and play a critical role in risk mitigation by navigating complex customer situations. You will be comfortable communicating with Executives.
KEY RESPONSIBILITIES
Management and Facilitation of Customer Issues- Technical Expertise
- Utilize a strong technical background to understand and address critical customer issues beyond tactical problems. Communicate highly technical issues effectively.
- Customer Advocacy
- Serve as a customer advocate, influencing leaders across the business by sharing insights and feedback for improvements and innovation.
- Risk Mitigation
- Proactively identify and mitigate risks associated with customer issues, enhancing overall satisfaction and supporting retention efforts.
- Proactive Detection and Action of Customer Issues
- Communication Excellence
- Interface with internal and external stakeholders, effectively communicating complex technical information. Articulate remediation efforts and strategies clearly.
- Root Cause Analysis
- Conduct thorough root cause analysis for high-impact issues, aiming to prevent recurrence and driving comprehensive action plans.
QUALIFICATIONS
- Bachelor’s degree in a relevant field or relevant technical customer support experience.
- 8+ years of experience in a technical role.
- 5+ years in a technical project or program management role
- Working knowledge of the Salesforce platform, Service (SaaS), Platform as a Service (PaaS), and cloud technologies.
- Exceptional written and oral communication skills for diverse audiences.
- Demonstrated success in risk mitigation and problem-solving in a customer care context.
Salary Range: $90K - $123K
Certinia annually assesses our compensation and benefits strategies to ensure a best-in-class total rewards package. New hire base pay is dependent on job-related, non-discriminatory factors such as experience, tenure, growth potential, team parity, geo, etc. Base pay is one part of the Total Rewards that Certinia provides to compensate and recognizes employees for their work. Certinia provides other elements including best-in-class benefits, variable pay offerings, remote work opportunities, flexible time off, parental leave, 401(k), HSA and FSA plans, and more.
