Role Description
The Customer Success team within Signature Success is looking for a driven Customer Success Manager, Director to serve as a primary point of contact for Salesforce's largest and highest-profile customers. You will have responsibility for partnering with a small number of 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 Customer Success Manager, Director maintains awareness of the customer's key events, needs, potential risks, and value drivers.
Customer Success Manager, Directors lead cross-functional initiatives inside matrixed organizations. You will be a mentor and multiplier to those on your accounts and across your team.
In this role, you will act as a trusted advisor, forging deep relationships with your customers and account teams to build a strong track record in customer success.
Your Impact
- Serve as the single point of customer accountability responsible for orchestration of all Signature deliverables, experience, and renewal, and expansionlin
- 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.
- The CSM 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 Requirements
- Minimum 8-10 years of 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.
- Experience with Salesforce SaaS products and solutions (Sales, Service & Data Cloud) is a must.
- Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Specialist).
- Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively 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 complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.
- Experience working with Enterprise-level customers.
- Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects.
Note : This role is office-flexible, and the expectation is to be in office 3 days per week.
Unleash Your Potential
When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future - but to redefine what's possible - for yourself, for AI, and the world.
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Posting Statement
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. Know your rights: workplace discrimination is illegal. This policy applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. In the United States, compensation offered will be determined by location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. In select cities within the San Francisco and New York City metropolitan area, the base salary range for this position is $165,000 - $273,000 annually. The typical base salary range for this position is $165,000 - $273,000 annually.
In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program.
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