Description
Salesforce is seeking a Partner Success Manager (PSM) to serve as a mission-critical technical liaison for Independent Software Vendor (ISV) partners building and scaling applications on the Salesforce AppExchange.
The PSM will drive complex technical escalations, provide account partnership and pooled escalation coverage, and proactive enablement and best practices to partners.
Responsibilities:
- Drive Complex Technical Escalations (80%): Triage, orchestrate, and quarterback high-impact technical investigations stemming from major Salesforce product releases, platform bugs, and complex dependency issues.
- Account Partnership & Pooled Escalation Coverage: Partner closely with Partner Account Managers (PAMs) as the technical anchor on shared named accounts.
- Proactive Enablement & Best Practices (20%): Guide partners on foundational ISV platform tools, environments, and program benefits.
- Cross-Functional Internal Alignment: Advocate for partner priorities internally, bridging communication gaps across Technology, Product Management, and Technical Support.
Requirements:
- Proven experience as a Technical Support Engineer, Partner Operations specialist, or Technical Account Coordinator within the Salesforce ecosystem.
- Salesforce Ecosystem Fluency: Strong familiarity navigating internal Salesforce resolution paths and an understanding of the AppExchange partner lifecycle.
- Technical Translation & High-Level Architecture: Ability to grasp complex technical architectures, metadata dependencies, and platform release dynamics without needing to be a hands-on developer.
- Executive Presence & Crisis Management: Exceptional stakeholder management skills, with the ability to maintain composure, de-escalate high-tension situations, and communicate status crisply to both executive partner contacts and internal leadership.
The typical base salary range for this position is $80,900 - $122,300 annually.
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