Description
The Customer Success Manager demonstrates deep business, industry, and product knowledge to partner with customers and guide them to accelerate business value and return from their investment with Salesforce.
In this role, the Success Manager will specialize in one or more lines of business, a specific cloud or industry to speak the customer language and ensure customer value realization.
Responsibilities:
- Use our Customer Success Methodology to understand their goals, assess their capabilities, and provide recommendations to help them accelerate the achievement of their business and technology objectives
- Develop an understanding and knowledge of customers' Salesforce implementation and evangelize the capabilities of Salesforce across all of our Clouds
- Guide a customer on organizational strategy, governance and organizational change standard processes based on customer needs
- Demonstrate hands-on Salesforce product knowledge by applying platform features and functions to customer business priorities and roadmap
- Proactively identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan
- Produce and implement a comprehensive adoption path showing the current state, target future state with a timeline, and an underlying enablement plan
- Deliver business value and innovation to a customer's business by understanding our customers' key business challenges and potential for growth
- Build and cultivate executive-level relationships with the customer's IT and business executive leadership, sponsors, and decision-makers to solidify our partnership and dedication to the customer business and IT sponsors and collaborators
- Work with the account team and Salesforce Executives, optimally network within accounts from the executive level down, to help customers work towards their goals
- When appropriate, recommend additional Salesforce services and advisory experts needed to drive success
- Proactively communicate technical product changes, degradations, outages, end of life and other relevant updates
Required Qualifications:
- Experienced professional with 7-10 years of relevant industry expertise
- In-depth knowledge in one or more lines of business (LoBs) - a specific cloud or industry
- Strong consulting skills and confirmed results working as a Trusted Advisor to drive business value for customers
- Ability to drive effective and influential conversations at the C-level; facilitate difficult discussions and be adept at handling objections
- Any additional European language is highly desirable for this role
Benefits:
- Unleash Your Potential: When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love.