Senior Account Manager
1 semana atrás
We are seeking an exceptional Customer Success Manager to join our team. The ideal candidate will have a strong focus on customer success, excellent communication skills, and the ability to learn new technologies quickly.
The Customer Success Manager will be responsible for partnering with assigned accounts, maintaining a continual focus on the customer's business goals to improve their overall technical and operational health and realize the maximum value out of their Salesforce investment.
The successful candidate will build a track record in customer success through superb communication with partners and extensive knowledge of the Salesforce platform to translate their business needs to solutions.
This role requires a trusted advisor who can forge relationships with customers and account teams, develop a deep technical understanding of their Salesforce implementation, share standard methodologies, and adoption of proactive services.
The Customer Success Manager will occasionally act as a point of contact for any major incidents, owning the customer's expectations and communications through the resolution of such incidents.
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 organizations that have purchased Signature.
- Help your customers achieve their business goals and outcomes on the Salesforce platform by coordinating the completion of the Signature Success catalog of services as required for your customer, providing timely, proactive Salesforce feature guidance based on the areas of interest for your customer, acting as an advisor to your customers for the adoption of new features of Salesforce's annual release schedules, and identifying potential challenges and risks to your customer's implementation.
- Communicate the value of Signature Success. Be accountable for ensuring all collaborators understand this value so that customers continue to renew Signature Success.
- Act as an advocate for customers during the triage and resolution of high-severity cases to assist with the timely resolution of these issues.
- Proactive Support & Enhancement: Conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement.
- Internal Relationship Building: Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities.
- The CSM may be required to occasionally be available for some after-hour or weekend coverage depending on the customer's need.
- Evolution of Roles: Anticipate and adapt to role changes per evolving Salesforce needs.
Required Skills and Qualifications
- Experienced professional with 5+ years of relevant industry expertise in Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical
Benefits
This is an opportunity to work with a leading company and make a meaningful impact on customer success. The successful candidate will receive a competitive salary, benefits package, and opportunities for growth and development.
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