Description
We are seeking a Senior Customer Success Manager to join our team. As a Senior Customer Success Manager, you will be responsible for delivering exceptional customer experiences to our Signature customers. You will serve as a named resource and partner for our Salesforce Signature customer organizations, orchestrating all deliverables and developing deep relationships with customers' team members.
Responsibilities:
- Effectively orchestrate Signature experience across sophisticated, multi-org, single-cloud customers with single-cloud product expertise and industry-relevant experience
- Align with and lead Business and Technical stakeholders, Account Success team, and other internal partners around customer goals ensuring value is delivered through Signature
- Single point of customer accountability covering only Signature-entitled customers building and maintaining strong, trusted relationships with customers
- Drive Customer Success Score metrics for customers and handle Escalations and Red Accounts
Experience and Skills:
- Experienced professional with minimum 10+ years of relevant industry expertise in Customer Success, SaaS platform use or project leadership, Technology Consulting, and/or Solutions Architecture
- Knowledge of Salesforce product and platform features, capabilities, and standard methodologies as well as a good understanding of enterprise architecture principles
- Technical expertise with one or more Salesforce clouds (Sales/Service CRM, Agentforce, Data Cloud) in solution design, project delivery, or implementation
- Strong consultative skills, deep curiosity, and confirmed results working as a Trusted Advisor to drive business value for customers
- Prior Salesforce experience in solution design, implementation, consulting is mandatory
- Experience in running Salesforce related digital transformation program banking and financial services is highly desirable
- Outstanding communication skills, ability to drive effective conversations at the C-Level, and presentation skills with a consistent track record of influencing at all levels of the organization
- Ability to facilitate difficult discussions and be adept at handling objections