Customer Success Manager | Salesforce | SaaS

Job description

“It's an exciting time to join FinDock. We're leading the path forward with payments on Salesforce and there's huge energy both within the team and also in the ecosystem.” Bas Visser (Founder and CEO)

FinDock is innovating at a rapid pace, and we are looking for a new team member whose mission is creating lifelong customer and partner partnerships by listening, learning, and focussing on mutual success and growth.

What you’ll do

As a Customer Success Manager at FinDock, you will build lifelong partnerships with customers and partners by listening, learning, and focussing on mutual success and growth. By working proactively with our customers and partners you positively influence customer renewals, retention, customer satisfaction and adoption. You are passionate about helping our partners and customers to succeed with FinDock.

Although Salesforce implementation partners lead the implementation, you play a critical role during the process making sure our customers achieve business value fast.

In this role you act both as a hands-on expert, and also a Project Manager during the most critical phases of the customer journey.

You provide best practice advice by combining Salesforce, FinDock and payment knowledge, along with building trust and relationships. As a trusted advisor you exceed their expectations by diving into the customer's Salesforce configuration and customisation, to solve and advise on FinDock challenges.

To improve our support and success tools and processes, as well as provide insightful input for our product development, you continuously transform your day-to-day experiences into opportunities to improve our product and our way of working. You create and improve success processes and tools to meet the needs of our rapidly growing client base. You enable partners to successfully implement FinDock by developing tools and materials. Together with your CSG-colleagues you’re responsible for solving issues and answering questions from our customers/partners.

It is a small, but growing team which gives you the opportunity to further help shape the role and make it successful.

Responsibilities

  • Creating lifelong partnerships with customers and partners

  • Creating the complete customer lifecycle including onboarding, implementation, adoption, expansion and renewal

  • Making sure customers have a successful go-live and their partners have a successful project

  • Making sure customers and partners are successful with FinDock and keep getting the most value out of the product.

  • Support & enable partner project implementations and help implement FinDock features

  • Delivering high client and partner satisfaction and positively impacting client renewals

  • You advise the FinDock Product Management team and offer insights to help build a world class product

Job requirements

What we look for

  • You are (eager to become) an expert on FinDock, Salesforce (NPSP) and payments

  • Sense of ownership and responsibility for customer success

  • Experience in a client facing role in SaaS. For example in Customer Success or consultant is a pre

  • Experience with Salesforce, Salesforce NPSP or fundraising experience as an admin or consultant is a pre

  • Excellent analytical skills and problem solving skills

  • English language skills are important, Dutch is a plus

  • You feel comfortable in a dynamic innovative environment

  • You have a ‘get things done’ mentality

  • You’re eager to learn and always looking for opportunities to improve

    A strong candidate has

    Strong interpersonal skills: friendly in tone, tenacious in attitude. Moreover you’re comfortable interacting across different levels (both technical and business)

What we offer


  • A competitive compensation package:

    • Flexible hours, hybrid (or remote) working polic
    • Laptop
    • Phone allowance
    • 5k education allowance
    • A pension allowance of which you decide how to invest it
    • Time off for volunteering
    • Coaching and development plan
  • A great opportunity to work with local and international nonprofits like Save the Children, Unicef, WWF, Matchis.
  • The opportunity to shape your role and even expand the team
  • An open, compassionate culture where you have the opportunity to be the best version of yourself
  • A supportive environment for personal and professional growth
  • Be part of a highly skilled, ambitious and focused team
  • Grow your career at the exciting cross section of FinTech and Salesforce

    About FinDock

    “And while the company vision is to Complete the Salesforce Customer 360 with Payments, my personal vision is to see each and every team member thrive and to become the best version of themselves; when each individual thrives, teams thrive and so the business thrives too. We're looking forward to meeting more people to join us on this adventure.” Bas Visser (Founder and CEO)

    FinDock is a technology company based in the Netherlands, that empowers users to manage end-to-end payments on Salesforce with its native Salesforce application.

    While we reach Salesforce customers in nearly every industry, our core focus is the nonprofit sector. FinDock extends Salesforce and the Salesforce Nonprofit Success Pack so that nonprofits can adapt to donor payment preferences and offer multiple ways for donors to give, all managed within CRM. With FinDock, nonprofits can unify donor and payment data, deliver insights to fundraising teams, and launch intelligent donor experiences right from the heart of Salesforce.

    Our core values are Trust, Customer Success, Doing Good, and Thrive. FinDock is innovation focused: learning is constant and growth on personal as well as professional level is highly valued.

    Feedback of our colleagues

    • FinDock has interesting and satisfied customers and our product fits the market really well. I joined FinDock because I enjoy the challenge of working with large corporations, customers and partners and working with small and large NGO’s. (Daan, Sales Account Executive)

    • We work with highly skilled professionals in a fast paced environment while making an impact (Jorrit, Distinguished Engineer)

    • Thrive is an important value of FinDock and actually complied with (Marc, Senior Customer Success Consultant)

    Apply!

    We invite you to apply for this role by filling out the application form via the apply button below. The application process consists of the following steps:

    Resume and motivation letter review -> phone interview with HR -> interview with hiring manager (and assessment depending on role) -> Talent assessment & interview with coach -> reference check -> panel interview -> coffee/tea with CEO -> offer!

    We aim to go through this process within 3 weeks

    FinDock welcomes all!


    Please note that only candidates who are already eligible to work in the Netherlands can be considered for this role. Applications through employment agencies are not accepted