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Customer Success Manager

The Customer Success manager takes a lead role on onboarding, offboarding and maintaining relationships with our salesforce customers to set up the customer for success.

Reports to Head of Delivery

Responsibilities include:

Onboarding Clients on Projects and Support

• License and Contract Finalisation with Salesforce, EC and ISVs
• Onboarding clients and explaining the project lifecycle to clients
• Training clients in Agile Project Management
• Preparing clients for the Business Analysis Process
• Liaison with Head of Delivery and delivery team to allocate resources.
• Onboarding clients into LMS and Customer portal
• Customer success support during the project process

Offboarding and Retention of Clients for Projects and Support

• Preparing a Customer Roadmap with oversight of new projects/products
• Responsible for customer retention and renewals sales
• Submitting projects in partner portal and attaining CSAT scores
• Ongoing account management to check in on progress of customers
• Preparing Customer Success Stories
• Liaison for salesforce AEs around ongoing account management

The individual would contribute to continual improvement and ongoing improvements to our process and salesforce system.

Measures of success include:

• Projects delivered in time and budget as clients are ready for the process.
• Achieving Repeat/renewal customer income targets at <25% which is our current benchmark
• CSAT scores average at 4.8 plus
• 2 x Customer Success Stories per month

Candidate Experience

• Practical experience and training in Agile Project Management
• Practical experience and training in Business Analysis
• Experience in implementing Salesforce and Non Profit Cloud Products
• Practical experience and training in Salesforce Administration
• Practical experience and training in Customer/Account Management with proven satisfaction scores
• Practical experience in sales and customer retention. 

Salary

£40-50k PA plus OTE commission for repeat/renewal income with 25% revenue target based on current stats.

Full and Part Time Considered

Location

Virtual Role, available during UK working hours 9-5pm with travel to client sites a possibility.

Please send your CV to heather@economicchange.co.uk

Our Solutions Consultant will:

• Work alongside Senior Consultants/Project Managers on projects to document requirements, implement requirements, deliver training and maintain communication with the client to support successful completion of the project.
• Manage small projects whilst conducting business analysis, project management and Salesforce administration (approx. £5k-£10k budgets) using off-the-shelf products e.g. Service Cloud, NPSP predominantly alongside standard and custom apps, and third party apps.

The consultant will become a specialist knowledge expert within the team on the Salesforce Standard Products, NPSP and Volunteers for Salesforce product, alongside third party apps that complement the offer.

They will actively monitor trailblazer community updates on standard products and review the fortnightly releases to share updates with the EC team and our clients.

Projects will involve designing salesforce to manage fundraising and volunteering, alongside customer support, service delivery, HR, marketing etc.

Delivery

• Supporting the Senior Project Managers on projects to further experience and knowledge for progression.
• Project Management for small scale Non-Profit – NPSP and Salesforce Implementations – undertaking business analysis and salesforce implementation skills and training to non-profit clients.
• Third party app solution research and implementation for clients. e.g Form Assembly, Campaign Monitor, Conga, Payment Gateways.
• Provide training virtually or on-site as required.

The role will offer continued certification and progression opportunities as you will helping to drive forward and grow a boutique Salesforce CRM agency for non-profits and socially driven organisations.

Renumeration

Full Time Position with 6mth probation period.

Starting salary dependent on certifications obtained related to Salesforce, PM and Business Analysis, and experience.

Salary Range – £40k-£50k per annum plus profit bonus scheme, with 28 days leave.

Salaries reviewed annually.

Progression opportunities to Senior Consultant/PM level as openings arise.

Location and Travel

London Office with flexibility to work from Home on or Client Sites during the week

Job Responsibilities:

• Practical Experience in
  • NPSP implementation
  • Service Cloud implementation
  • Building Fields and Objects
  • Users and Security Profiles, Roles and Permission Sets
  • Workflow Rules / Process Builder
  • Set up of Communities and Salesforce Mobile Set Up
  • Visual Flows
  • Basic Visual Force Pages
  • Multi-currency solutions
  • Data Import
  • Reports and Dashboards
  • Installing and using third party apps – Clicktools, Conga Composer, IATs, Form Assembly, Docu-sign, Vertical Response etc.
  • Creating Training Manuals and Process Maps
• Experience and confidence in delivering Training and Support to In-house Salesforce Administrations and End-Users.
• Requirements Documentation and Management
• Quality Checking and Assurance on Salesforce administration
• Research into third party solutions to meet requirements.
• Other administration tasks as required.
• Learning and upskilling in Salesforce developments.

Candidate Requirements:

Essential

• Essential – Salesforce Admin Certified and trained and up to date Salesforce Administrator certification.
• Preferred – Additional Salesforce Certifications
• Min 1 year Salesforce Admin experience in multiple instances,
• A clear passion for and background and experience working with either non-profits.
• Evidence and experience of satisfactorily undertaking the outlined job responsibilities detailed above.
• Experience working with third party apps
• Demonstrates knowledge and enthusiasm in the wider functionality of Salesforce and third party apps, and undertakes regular learning and market research.
• Ambition to progress and further develop a range of expertise and skills that will contribute to the job role. Is keen to demonstrate initiative, influence and input into designing and creating solutions for clients.
• Personal attributes required – independent worker, confident, analytical, takes initiative, attention to detail, team-player, keen to learn, takes a supporter role, ambitious, solution-oriented.
• Experience in client liaison and support to assist with their requirements.
• Clear on personal career goals and committed to achieving business performance targets.

Desirable

• Salesforce Consultancy background
• Project Management or Business Analysis Experience
• Salesforce Advanced Administrator, App Builder and Consultant Certification
• Completion of Trailhead Modules
• Experience and track record of working with organisations and tasked with implementations related to marketing, volunteer management, non-profit management, fundraising, sales, and customer service.
• Experience of working with SF Developers and Technicians.

Send your CV to heather@economicchange.co.uk

Job Title: Senior Consultant/ Project Manager

We are looking for an experienced ambitious senior Salesforce consultant with in-depth experience of Salesforce, Agile and Waterfall methodologies who is excited about helping to drive forward and grow a boutique Salesforce CRM agency for non-profits and socially driven organisations.

We are looking for a candidate who has a background as an applied Salesforce Advanced Administrator who also has business analysis and project management skills and has a desire to progress their career with a greater proportion of their time being spent on leading and managing the design of the solution. They must have a passion and experience of working with non-profits, and ideally they would have experience of working on multiple Salesforce instances.

The role requires blended skills as you take a lead on gathering and documenting requirements, designing the salesforce solution, supporting and managing the salesforce technical team to build the solution, quality testing and presenting it back to the client – it therefore entails. business analysis skills, salesforce solution admin, architect skillset and project management skills.

It requires working on multiple projects at any point in time.

They will also work closely with the business development team, undertaking demonstrations, attending pitches, and advising on budget and Salesforce solutions within proposals as necessary.

Remuneration
– £50-65k dependent on experience. Full Time Time Position with competitive pay for our sector plus profit bonus scheme, with 28 days leave.
– Salaries reviewed annually.

Location and Travel
London – Old Street Office. Travel to Clients in London and UK Wide.

Job Responsibilities
– Business Analysis – Gathering and documenting detailed requirements ready for the Salesforce build including process modelling, specification and workbook preparation.
– Salesforce Solution Architect – Taking the lead on the design of the system architecture liaising with our administrator and developer team. Managing, supporting and quality testing the customisation of Salesforce and third party apps with either our salesforce admin/developer team and trainees. We encourage consultants to work towards their Architect certifications.
– Project management – Applying agile and waterfall project management skills and practices to multiple projects, ensuring the team meet outcomes within time and budget. Ensure effective use of project management software and tools by the team for managing projects. Effective customer service, case management and communication with customers on deliverables against agreed timeframes.
– User Testing and Training – Presenting the solution back to clients throughout the user testing and training cycle and managing change requests to reach a successful project sign-off stage.
– Performance management of internal team to achieve professional goals and execute solutions to help build an exemplar team.
– Business Development – Undertake demos, prepare proposals for client pitches and attend pitches as required.
– Continual Professional Development – Continue to undertake learning and training of certifications and trailheads to increase knowledge.

Candidate Requirements:
Essential
– A minimum of 2 years hands-on practical Salesforce Administrator or Developer experience with evidence of formal Salesforce training and current Salesforce Certificatiosn. (most recent certification evidence to accompany CV).
– A minimum of 2 years experience undertaking a consultancy and business analysis role within a Salesforce environment to gather and document requirements to support a salesforce design project. BA raining or certifications preferable and evidence of producing business analysis documentation e.g. process models, specifications, requirements engineering.
– A minimum of 1 years experience in a project management role and preferably holding a relevant Project Management Qualification, with experience managing multiple projects at one time, and including both small to large projects.( qualification evidence to accompany CV)
– Experience and track record of working with non-profit organisations (Charities, Housing, Education, Health) and/or organisations where they were tasked with implementations related to marketing, fundraising, public sector contract management and quality standards such as ISO 9001.
– Leadership attributes and management skills, with evidence and experience of contributing to business growth and managing a team of staff.
– Experience in personnel and performance management of staff
– Experience in client liaison and management of client tasks and requirements.
– Personal attributes required – confident, self-assured, team-player, ambitious, driven. Clear on personal career goals and committed to achieving business performance targets.

To apply please email a covering letter and CV to Heather Black at heather@economicchange.co.uk

The Technical Consultant role with certifications including App Builder, Advanced Administrator and Platform 1 with skills to deliver advanced administrator and junior developer requirements on our Customer Service Desk. Experienced in appraising and implementing advanced technical requirements for clients working within project teams and directly with clients.

Job Responsibilities

Business Analysis

Users and Security Profiles, Roles and Permission Sets

Workflow Rules / Process Builder

Set up of Communities and Salesforce Mobile Set Up

Visual Flows / Flows 

Basic Visual Force Pages

Low Code Solutions

Integration 

Multi-currency solutions

Data Import

Reports and Dashboards

Installing and using third party apps – Clicktools, Conga Composer, IATs, Form Assembly, Docu-sign, Pardot.

Creating Training Manuals and Process Maps

Customer support role, responding to requests daily from customers.

Research into solutions to meet requirements.

Other administration tasks as required.

User Testing and Training – Presenting the solution back to clients throughout the user testing and training cycle and managing change requests to reach a successful project sign-off stage.

Continual Professional Development – Continue to undertake learning and training of certifications and trailheads to increase knowledge.

Candidate Requirements:

Essential

Essential – Completed relevant training and completed Administrator, Advanced Administrator or App Builder Certifications, Platform 1 

Preferred – Additional Salesforce Certifications

Essential – Experience working with third party apps – Payment Integration Tools, Clicktools, Conga, Form Assembly.

Minimum 4 year Salesforce Admin and 2 years Junior Developer experience in multiple instances using Salesforce and integrating Apps.

A clear passion for and background and experience working with non-profit sector.

Evidence and experience of job responsibilities detailed above.

Demonstrates knowledge and enthusiasm ongoing learning.

Personal attributes required – independent worker, confident, analytical, takes initiative, attention to detail, team-player, keen to learn, takes a supporter role, ambitious, solution-oriented.

Experienced in client liaison and support to assist with their requirements.

We are looking for Sales Solution Consultants to join our team depending on the experience of the candidate and time of application.

The Role:

• To be accountable for sales targets and achieve revenue generation and profitability to match and exceed targets.
• To undertake business analysis calls/meetings, deliver demos, estimate technical requirements and prepare proposals for clients.
• To establish reputation and brand – ensure that the business is widely recognised in the market place
• To support the execution of a marketing and sales strategy that achieves clear results.
• To participate in business planning – to work with the Managing Director to develop and execute the annual sales plan and budget in-line with company goals

Job Tasks

Customer Marketing & Sales Funnel

• Cold calling and nurturing prospect relationships with Non-Profits in partnership with Salesforce AE’s
• Immediate follow up to new lead enquiries
• Briefing consultancy team on new enquiries
• Inputting data into Salesforce Partner Portal for leads and projects.
• Collecting relevant data and sales intelligence in CRM
• Gathering and costing out requirements, preparing proposals and presentations interviews
• Evaluation, Success Story, App Exchange and Case Study Preparation

Partnership and Referral Management

• Developing ISV App Partnerships
• Nurturing Salesforce.org and AE Partnerships
• Salesforce Partner Development and Management
• Partnership Development with other Sector Partners for cross-marketing

Measures of Success

• Increase number of referrals via partner promotion
• Increase number of leads to hit monthly targets per course
• Increase no of partnerships with measurable ROI
• Hit targets and Increase sales for all consultancy and training products to non-profits.
• Increase in marketing evidence to boost SF partnership score and marketing collateral

Candidate Perquisites

Successful candidate:

• Proven track record across the Salesforce and Technology marketplace is paramount
• Proven and sustained sales track record experienced B2B Sales Strategy and Account Management.
• Excellent customer management skills and experience.
• Excellent track record and strategy for stakeholder engagement required
• Understanding and successful experience in selling and quoting for Salesforce implementations
• Understanding and successful experience of engaging and working with non-profit clients
• Proven track record and appetite to achieve marketing and sales targets on a monthly basis
• Ability to attend networking and partner events in London
• Self-motivated and accountability to achieve results