Customer Success Consultant

Smart? Humble? Hungry for innovation? Fortimize, a Salesforce platinum consulting partner, is looking for someone like you. We’re searching for technology experts with a strong aptitude for problem-solving to join our team from anywhere. We offer competitive and modern benefits you’d expect from leading firms. Ignite your career with a leading partner in the Salesforce ecosystem focused exclusively on the Financial Services industry.

Key Performance Areas

  • Review client configuration and business processes and make recommendations that maximize the potential of Salesforce
  • Troubleshoot application errors or applications not operating
  • Identify opportunities proactively to improve client product experiences and follow internal processes to execute on ideas
  • Utilize excellent customer service skills and exceed client expectations 
  • Make recommendations that would improve client satisfaction
  • Follow escalation processes to ensure client concerns are addressed timely
  • Work intimately with Salesforce and have a deep understanding of its capabilities and limitations.
  • Develop and improve user instructions/train for better understanding.
  • Isolates problems with users, determine solution or alternatives, develops and implements a resolution or redirects problems to correct resources

Job-Based Behaviors & Qualities

Skills

  • Troubleshooting: Diagnose quickly both technical and process disconnects in projects and create action plans and engage Fortimize and client resources to correct 
  • Process Oriented: Ability to follow a process or plan.  Juggle multiple clients and priorities at the same time. 
  • Active Listening: Listen carefully, state back to the client or team member to receive a confirmatory “exactly” or similar acknowledgment.
  • Clear Communication: Hold discussions with clients around budget and timeline, and articulate project business and technical goals to the Fortimize team when additional resources or help is needed. 
  • Self Management: Take initiative, organize, drive results, and be self-accountable

Experience

  • Analytical and process-oriented mindset
  • 4+ years of experience in financial services
  • Strong empathy for customers AND passion for revenue and growth
  • Demonstrated desire for continuous learning and improvement
  • Enthusiastic and creative team member with the ability to inspire others
  • Communication and presentation skills
  • Flexible during times of change
  • Team player able to effectively interact with colleagues and business partners across the company
  • Relevant Bachelor’s degree
  • Preferred 2+ years of experience in a help desk or technical support role.
  • Possess excellent interpersonal, presentation, and written communication skills
  • Experience-based understanding of Salesforce best practices and tactics
  • Deep technical configuration knowledge of Salesforce 
  • Salesforce Admin, Salesforce Sales Cloud, Salesforce Service Cloud Certifications

Job-Based Behaviors & Qualities

Skills

  • Outstanding written and verbal communication skills; ability to easily communicate Fortimize’s value proposition without supporting materials
  • Ability to speak articulately and confidently in a large group
  • Ability to apply a consultative approach to client discoveries, status meetings, escalations, etc.
  • Ability to articulate Salesforce features and benefit with a holistic understanding of potential architecture/solution implications
  • Ability to function as a member of a delivery team and take direction from Project Management resources
  • Ability to build strong relationships with Salesforce teams, particularly AEs

Experience

  • Having experience in the Insurance Industry – Bringing high-level knowledge to the table on the Insurance Industry and its use case for Salesforce
  • Having experience using and understanding Salesforce’s role in the Insurance industry 
  • Deep Knowledge of the Insurance Industry and the Use Case for Salesforce
  • BA / BS college degree

Culture-Fit Behaviors

  • Conviction to hold Fortimize values at the heart
  • Ideas matter and solving problems are meaningful
  • Hard work makes a difference
  • Delight and Wow! Simply meeting expectations is not enough
  • Our power is in the collective strength of many not the individual power of the ones
  • Have fun together – work to live (not the reverse!) and embrace our diversity
  • Being stuck and making/owning our mistakes means we are moving and pivoting fast
  • We serve each other and clients. Learning, growing and discovering means you are one of our tribe

Available Job Resources

  • Mac Laptop, Monitor, Headset
  • Monthly technology allocation for Phone and Internet 
  • Salesforce License for internal platform
  • Zoom Pro Account
  • Slack account
  • Office space available for those in the NYC area

Benefits

  • Work Remotely
  • 10% Bonus paid Quarterly 
  • Employee Recognition via Fond Platform 
  • Medical Insurance, Dental, and Vision Insurance – Fully Reimbursed
  • Flexible spending account (FSA)
  • Life Insurance Benefits
  • 401(k) Contributions (match up to 3%)
  • Unlimited Paid Time Off including major holidays (PTO/VTO)
  • $125 in tax-free expenses for Phone and Internet
  • Employee Referral Bonus Program
  • Marketplace Discounts – We’ll pay for your certs! 
  • Future Share-Holder Opportunity in Company Profit Sharing Program 

Apply For This Position

Please reference this job posting in the title of your email, with a cover letter and resume attached, to careers@fortimize.com.

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