Description
Salesforce is seeking a driven and customer-focused Customer Success Manager (CSM) to serve as a primary contact point for Salesforce’s highest-profile customers.
The CSM will partner 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 realise the maximum value out of their Salesforce investment.
Key responsibilities:
- Serve as the single point of customer accountability responsible for the orchestration of all Signature deliverables, experience, renewal, and expansion.
- Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within customer organisations.
- Help customers achieve their business goals and outcomes on the Salesforce platform.
- Communicate the value of Signature Success and ensure all collaborators understand this value.
- Act as an advocate for customers during the triage and resolution of high-severity cases.
- Proactive Support & Enhancement: Conduct quarterly reviews, identify trends, and provide tailored release recommendations.
- Internal Relationship Building: Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management.
Requirements:
- Experienced professional with 5+ years of relevant industry expertise in Technical Customer Success, SaaS platform use or project leadership, Consulting, Solutions Development, Technical and/or Solutions Architecture.
- Exceptional communication and presentation skills.
- Skills for analyzing technical concepts, translating them into business terms, and mapping business requirements into technical features.
- Ability to explain complex technical concepts in business-friendly terms.
- Knowledge of software development process and design methodologies.
- Experience leading efforts of cross-functional teams.
- Proficiency in German (preferably Swiss German) or French and English.
Preferred Requirements:
- +2 years in the Salesforce Ecosystem.
- Salesforce product certifications.
- Knowledge of Salesforce products and features.
- Salesforce Certified Agentforce Specialist.
- Degree or equivalent experience.