Customer Success Manager

Job Category

Customer Success

Job Details

**About Salesforce**

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you’ve come to the right place.

**Responsibilities**:

- Develop and handle relationships with key customer business and IT partners to understand their top business goals and priorities, act as an internal authority on your customer's key value drivers and needs, and act as an internal point of contact on your customer to internal partners.
- 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 mentorship 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.
- Reinforcing to your customer the value in the implementation of technical recommendations for improvement based on Proactive Monitoring guidance.
- Communicate the value of Signature Success. Be accountable for ensuring all team members understand this value so that customers continue to renew Signature Success.
- During infrastructure service degradations or disruptions that occur during normal business hours, provide periodic updates and communications to key customer contacts. Partner with internal teams like Signature Support delivery and the Critical Incident Center for after-hours coordination. Following infrastructure incidents that impact customers, supervise the internal root cause analysis efforts to provide the customer a description of the cause and future prevention actions.
- Act as an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of these issues.
- You may be required for occasional travel to customer sites and may need to be available for some after-hour or weekend coverage depending on the customer’s need.

**Minimum Qualifications**:

- Salesforce Sales, Services, Platform Cloud experience.
- Minimum of 8 years work experience in one or more of the following: Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.
- Exceptional communication and presentation skills with validated ability to communicate and influence optimally at all levels of the organization, including executive and C-level.
- Skills for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features.
- Ability to explain sophisticated technical concepts in business-friendly terms to customers, then explain customer needs to internal team members.
- Knowledge of software development process and design methodologies.
- Experience leading efforts of multi-functional teams to facilitate resolution or disposition of customer needs or projects.

**Preferred Qualifications**:

- Salesforce product certifications are a plus (Administrator, Service Cloud Consultant, Sales Cloud Consultant).
- Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
- Experience working with Enterprise-level customers.

Accommodations

Posting Statement

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce. 

Salesforce welcomes all.