Description
The Customer Success team within Signature Success at Salesforce is looking for a driven and customer-focused Customer Success Manager (CSM) to serve as a primary contact point for Salesforce’s largest and highest-profile customers.
You will have responsibility for partnering with a small number of assigned accounts, maintaining a continual focus on the customer’s business goals to improve their overall technical and operational health and realize the maximum value out of their Salesforce investment.
As a CSM, you will:
- Function as the Core Cloud Subject Matter Expert (SME) for the technical and operational configuration (and needs) of the customer.
- Serve as the single point of customer accountability responsible for orchestration of all Signature deliverables, experience, and renewal, and expansion.
- Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature.
- Help your customers achieve their business goals and outcomes on the Salesforce Marketing platform by coordinating the completion of the Signature Success catalog of services, providing timely and proactive Salesforce feature guidance, and acting as an advisor for the adoption of new features.
- Communicate the value of Signature Success and be accountable for ensuring all collaborators understand this value so that customers continue to renew Signature Success.
- Act as an advocate for customers during the triage and resolution of high-severity cases to assist with the timely resolution of these issues.
- Conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement.
- Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities.
The ideal CSM has an extraordinary focus on the success of the customer, is an exceptional communicator, exhibits professionalism, is dedicated to meeting and exceeding expectations, enjoys forming relationships, has excellent collaboration skills, and has the ability to learn new technologies quickly.
Minimum Skills:
- Experienced professional with 5+ years of relevant industry expertise in Technical Customer Success, Customer Success Manager, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.
- Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level.
- Skills for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features.
- Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.
- Coordinate and work closely with high-volume events and/or key events for the customer.
- Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects.
Preferred Requirements:
- +2 years in Salesforce Ecosystem.
- Salesforce product certifications are a plus.
- Knowledge of Salesforce Core Cloud features and applications and able to articulate the value and how a Customer can benefit from Signature Success.
- Knowledge of Salesforce product suite and features, capabilities, best use, and how to deploy, including knowledge of the Salesforce platform and ecosystem.
- Degree or equivalent experience required.