Description
We are seeking a Customer Success Manager (CSM) to partner with customers on a Signature support plan. The CSM will leverage deep business, industry, and product knowledge to drive value realization through Salesforce products and maximize return on investment (ROI).
Responsibilities:
- Strategic Partnership & Roadmap Planning: Gather customer business and technical goals, and develop and execute an adoption path and enablement plan that accelerates goal achievement based on current-state analysis.
- Product Adoption & Governance: Drive adoption by leveraging functionality across all Salesforce Clouds and products, and guide customers on org strategy, governance, and change management best practices.
- Orchestration & Risk Management: Plan and drive support plans tailored to customer expectations, assigning and coordinating internal resources as needed.
- Executive Communication: Build executive-level relationships with decision makers, leading toward stable operations and business impact.
Requirements:
- Background in business consulting, customer success management, or technical account management.
- Knowledge sufficient to explain technical products.
- Smooth communication skills with customer executive leadership.
- Fluent in Japanese.
- Leadership skills to orchestrate across internal and external stakeholders.
Nice to Have:
- Deep expertise in a specific industry, line of business, or cloud.
- Proven track record as a Trusted Advisor driving business value for customers.
- Ability to communicate effectively at the C-level, facilitate difficult discussions, and handle objections.
- Deep understanding of Salesforce product and platform features, as well as governance and enterprise architecture.
- Basic English reading comprehension.