Customer Success Manager

1 dia atrás

São Paulo, São Paulo, Brasil Salesforce, Inc. Tempo inteiro
About the Role

We are seeking a highly skilled Customer Success Manager to join our team at Salesforce, Inc. As a key member of our Customer Success organization, you will be responsible for ensuring the success of our customers by providing exceptional support, guidance, and expertise.

Key Responsibilities
  1. Function as the Digital (Commerce Cloud + Marketing Cloud) Cloud Subject Matter Expert (SME) for the technical and operational configuration (and needs) of the customer.
  2. Serve as the single point of customer accountability responsible for orchestration of all Signature deliverables, experience, and renewal, and expansion.
  3. 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.
  4. Help your customers achieve their business goals and outcomes on the Salesforce Commerce and Marketing Cloud platform by:
  5. Coordinating the completion of the Signature Success catalog of services as required for your customer.
  6. Providing timely, proactive Salesforce feature guidance based on the areas of interest for your customer.
  7. 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.
  8. Communicate the value of Signature Success. Be accountable for ensuring all collaborators understand this value so that customers continue to renew Signature Success.
  9. Act as an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of these issues.
  10. Proactive Support & Enhancement: Conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement.
  11. Internal Relationship Building: Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities.
  12. The CSM may be required to occasionally be available for some after-hour or weekend coverage depending on the customer's need.
  13. Evolution of Roles: Anticipate and adapt to role changes per evolving Salesforce needs.
Requirements
  1. 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 and/or Solutions Architecture.
  2. Salesforce Commerce cloud or similar e-commerce product experience.
  3. Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level.
  4. Skills for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features.
  5. Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.
  6. Knowledge of software development process and design methodologies.
  7. Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects.

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