# Senior Manager, Cloud Signature **Company**: Salesforce **Work arrangement**: hybrid **Experience**: senior **Job type**: full-time **Category**: Customer Service **Industry**: Technology **Apply**: https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/Indiana---Indianapolis/Customer-Success-Manager---Core--Sales---Service--Clouds_JR332336-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_dcf26909-98e ## Description We are looking for a Senior Manager, Cloud Signature to join our team. As a Senior Manager, Cloud Signature, you will collaborate with healthcare providers, payers, life sciences, pharmaceutical, and medical device companies to support digital health initiatives, regulatory compliance, and improved patient/member outcomes through the Salesforce platform. You will also work with technology companies, telecommunications providers, media organizations, and high-tech firms to accelerate innovation, improve customer success outcomes, and drive platform adoption at scale. **Your Impact** - Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion. - Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle. - Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer. - Successfully align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer. - Prioritize the most urgent work activities, organize tasks to avoid missing key steps, and create basic plans to focus time, taking responsibility for assigned tasks. - Use internal resources to increase effectiveness and rely on managers or mentors for guidance on priority problems. - Conduct enablement sessions on opportunity and case management, forecasting, pipeline hygiene, knowledge creation, and omni-channel routing. - Share best practices for sales and service process optimization, data quality, and customer experience. **Strategic Advisory and Stakeholder Management** - Drive adoption of Sales and Service Cloud features with reps, agents, managers, supervisors, and ops teams. - Track usage metrics (opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, and CSAT scores). - Develop and maintain strong relationships at key stakeholder levels, including cultivating executive-level relationships within customer IT and business leadership. - Act as a trusted advisor by gaining trust through mutual goals, understanding the customer’s business model, and applying proven solutions to their problems. - Solidify partnership commitments and drive innovation aligned with customers' business challenges. - Increase customer engagement with products and services and identify major political barriers to customer success. - Partner with more experienced team members to solve complex problems and develop strategic success plans when needed. - Conduct quarterly reviews of feature usage to drive adoption of tools like Journey Builder or Commerce Promotions, ensuring platform stability and performance. - Identify underutilization of contracted entitlements (e.g., messaging volume or GMV tiers) and align platform features with customer priorities to increase throughput. **Technical Health, Adoption, and Risk Management** - AI Literacy: Proficiency in using AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring. - Prompt Engineering Basics: Ability to use natural-language commands to guide AI agents in retrieving accurate customer data and generating first drafts of success plans. - AI Engagement Monitoring: Using AI-driven sentiment and intent analysis to flag early customer concerns for human intervention. - Collaborative Learning: Actively seeking out "Agentblazer" training and certifications to stay current on autonomous agent capabilities. - Learning & Development: Apply product knowledge and expertise to address technical concerns, use this knowledge to ask effective diagnosis questions, and align platform features with customer priorities and roadmaps. - Proactively monitor and conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement. - Serve as the primary interface for major incidents (e.g., checkout failures or email deliverability drops) to protect peak revenue. - Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities. - Form a clear plan for client engagements, communicate clearly and proactively with collaborators, and keep the customer goal central to decision-making. - Escalate complex automation, data model, routing, or integration questions to technical resources. **Minimum Requirements** - Experienced business professional, preferably with 3+ years of relevant industry expertise in Customer Success, Salesforce, SaaS platform use, or related fields. - Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations. - Possess industry-relevant expertise and begin honing skills in a relevant functional area. Should understand the broad impact of the industry on the customer’s business. - Excellent communication skills to articulate technical issues to diverse audiences and the ability to translate technical concepts into business terms. - Actively seek out relevant learning activities, approach obstacles as growth opportunities, and seek experienced mentors to accelerate personal development. **Cloud/Platform Requirements** - 3-4 years experience supporting customers using Sales Cloud and Service Cloud. - Working knowledge of core features: - Sales Cloud: Leads, Accounts, Contacts, Opportunities, Forecasting, Reports & Dashboards. - Service Cloud: Cases, Knowledge, Queues, Service Console, Omni-Channel routing. - Understanding of Sales (lead-to-cash, opportunity management, pipeline management) and Service (case management, escalation, SLA management) processes. - Familiarity with Sales Cloud automation (workflows, process builder, flows for sales processes) and Service Cloud automation (email-to-case, web-to-case, case assignment rules, macros). - Ability to demonstrate Lightning Sales/Service Console and mobile app. - Knowledge of common sales (territory management, lead assignment, opportunity stages) and Services (case deflection, knowledge management, multi-channel support) use cases. **Preferred Requirements** - Sales Cloud Consultant and Service Cloud Consultant certifications. - Additional Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist, Agentblazer). - Experience with Einstein for Sales (lead scoring, opportunity insights, activity capture) and Service (case classification, article recommendations, next base actions). - Understanding of how Sales Cloud integrates with marketing automation and service tools and how Service Cloud integrates with telephony, chat, messaging, and self-service portals. ## Skills ### Required - Sales Cloud - Service Cloud - Customer Success - Salesforce - Consulting - Communication - Project Management ### Nice to have - Sales Cloud Consultant certification - Service Cloud Consultant certification - Einstein for Sales - Einstein for Service - AI Associate certification - Administrator certification --- Source: [Apply at salesforce.wd12.myworkdayjobs.com](https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/Indiana---Indianapolis/Customer-Success-Manager---Core--Sales---Service--Clouds_JR332336-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)