Description
As a Customer Success Manager (CSM) at Salesforce, you will serve as a named resource and partner for Salesforce’s customer organizations. You are a trusted advisor, forging deep relationships with your customers and account teams and maintaining an awareness of key events, needs, potential risks, and value drivers.
Your responsibilities include:
- Serving as the single point of customer accountability responsible for the orchestration of all Signature deliverables, experience, renewal, and expansion.
- Cultivating and maintaining stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within customer organisations that have purchased Signature.
- Helping customers achieve their business goals and outcomes on the Salesforce platform by coordinating the completion of the Signature Success catalog of services, providing timely Salesforce feature guidance, and acting as an advisor for the adoption of new features.
- Communicating the value of Signature Success and being accountable for ensuring all collaborators understand this value.
- Acting as an advocate for customers during the triage and resolution of high-severity cases.
The ideal candidate will have:
- Minimum of 8 years of work experience in one or more of the following: Technical Customer Success, Salesforce CRM or SaaS platform use, project leadership, technology solutions development, technical solutions, and/or solutions architecture.
- Experience with Salesforce Sales Cloud and/or Service Cloud and/or a relevant competing platform.
- 4+ years’ experience in management consulting services.
- Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organisation.
- Skills for analysing technical concepts and translating them into business terms and 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.
- Knowledge of software development process and design methodologies.
- Experience leading efforts of cross-functional teams to facilitate the resolution or disposition of customer needs or projects.
Preferred qualifications include:
- Salesforce product certifications (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, and Service Cloud Consultant).
- Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
- Experience working with Enterprise-level customers.
In return, Salesforce offers a range of benefits and resources to support you in finding balance and being your best.