Customer Success Manager, Digital Solutions
Salesforce.Com Inc, Chicago, Illinois, United States, 60290
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About Salesforce
Salesforce is the leading AI CRM, where human expertise and technology collaborate to drive customer success. Join us at a company where ambition meets action, and innovation is a core principle. We are seeking passionate Trailblazers who aim to transform businesses and the world through AI and innovation while embodying Salesforce's core values.
Are you ready to advance your career with a leader in workforce transformation? Welcome to Agentforce, where your future aligns with Salesforce's vision.
Role Description
Our Signature Success Plan is crafted for customers seeking ultimate value from Salesforce with premier support delivered by top experts. As a Customer Success Manager (CSM), you will be a vital partner to Salesforce's customer organizations. Your mission is to build trust and foster deep relationships with clients and account teams while staying attuned to key events, needs, potential risks, and value drivers. Your focus will be on enhancing customers' operational health and technical performance to maximize the return on their Salesforce investments. You will also manage major customer incidents, handling expectations and communications until they are resolved.
This role specifically targets our Digital Signature customers, aiming to boost customer advocacy and retention by working closely with Digital Sales partners, expanding Signature offerings, and making strategic investments that ensure growth and success.
Your proactive approach will guide customers towards success by optimizing their platform usage, especially during critical peak events. This requires in-depth technical understanding of the Salesforce platform and effective collaboration with internal and external teams for a seamless Signature customer experience.
Your Impact
Act as the primary accountability point for all Signature deliverables, experience, renewal, and expansion.
Build and nurture stakeholder relationships with the customer's IT and executive leadership, sponsors, and decision-makers within organizations that have adopted Signature.
Assist customers in achieving their business objectives on the Salesforce platform by: Coordinating the Signature Success catalog of services tailored for each customer.
Providing timely, proactive features guidance based on customer interests.
Advising on the adoption of new features during annual release schedules while identifying potential implementation challenges.
Communicate the value of Signature Success to all stakeholders to encourage continued renewals.
Advocate for customers during the resolution of high-severity incidents to ensure timely solutions.
Be prepared for occasional travel to customer sites and the possibility of after-hours or weekend support based on customer needs.
Minimum Requirements At least 8 years of experience in Technical Customer Success, SaaS platforms, project leadership, technology consulting, or solutions development.
Outstanding communication and presentation skills, with a proven ability to influence at all organizational levels, including executive leadership.
Expertise in analyzing technical concepts and translating them into business terms, as well as mapping business requirements to technical features.
Adept at simplifying complex technical ideas for customers while relaying their needs to internal teams.
Knowledgeable in software development processes and design methodologies.
Experience leading cross-functional teams to resolve customer needs or project requirements.
Preferred Requirements Familiarity with Salesforce Marketing Cloud and/or Commerce Cloud, or competitors such as Shopify, Adobe, Marketo, etc.
Salesforce product certifications are advantageous (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, B2C Commerce Developer, Marketing Cloud: Administrator, Consultant, Email Specialist, Engagement Consultant).
In-depth knowledge of Salesforce products, features, and best practices for deployment.
Experience with enterprise-level customers is a plus.
Unleash Your Potential Joining Salesforce means you will thrive in all aspects of your life. Our benefits encourage a balanced life, and our AI agents amplify your impact to help you excel. Together, we will empower organizations of all sizes and deliver exceptional customer experiences. Apply now to redefine your future in AI and the world. Accommodations If you require assistance due to a disability while applying for open positions, please submit a request through the Accommodations Request Form. Posting Statement Salesforce is an equal opportunity employer, advocating for non-discrimination in all employment practices. We are committed to promoting equality by creating an inclusive work environment. Every employee and candidate will be evaluated on merit and qualifications, free from discrimination or bias. In the U.S., the offered compensation for this position will vary based on factors such as location, job level, knowledge, skills, and experience. Various roles may qualify for incentive compensation, equity, and benefits. Explore our comprehensive benefits package supporting your well-being, including time-off, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. The typical base salary range for this role is $133,400 - $223,700 annually, excluding bonuses or benefits.
Build and nurture stakeholder relationships with the customer's IT and executive leadership, sponsors, and decision-makers within organizations that have adopted Signature.
Assist customers in achieving their business objectives on the Salesforce platform by: Coordinating the Signature Success catalog of services tailored for each customer.
Providing timely, proactive features guidance based on customer interests.
Advising on the adoption of new features during annual release schedules while identifying potential implementation challenges.
Communicate the value of Signature Success to all stakeholders to encourage continued renewals.
Advocate for customers during the resolution of high-severity incidents to ensure timely solutions.
Be prepared for occasional travel to customer sites and the possibility of after-hours or weekend support based on customer needs.
Minimum Requirements At least 8 years of experience in Technical Customer Success, SaaS platforms, project leadership, technology consulting, or solutions development.
Outstanding communication and presentation skills, with a proven ability to influence at all organizational levels, including executive leadership.
Expertise in analyzing technical concepts and translating them into business terms, as well as mapping business requirements to technical features.
Adept at simplifying complex technical ideas for customers while relaying their needs to internal teams.
Knowledgeable in software development processes and design methodologies.
Experience leading cross-functional teams to resolve customer needs or project requirements.
Preferred Requirements Familiarity with Salesforce Marketing Cloud and/or Commerce Cloud, or competitors such as Shopify, Adobe, Marketo, etc.
Salesforce product certifications are advantageous (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, B2C Commerce Developer, Marketing Cloud: Administrator, Consultant, Email Specialist, Engagement Consultant).
In-depth knowledge of Salesforce products, features, and best practices for deployment.
Experience with enterprise-level customers is a plus.
Unleash Your Potential Joining Salesforce means you will thrive in all aspects of your life. Our benefits encourage a balanced life, and our AI agents amplify your impact to help you excel. Together, we will empower organizations of all sizes and deliver exceptional customer experiences. Apply now to redefine your future in AI and the world. Accommodations If you require assistance due to a disability while applying for open positions, please submit a request through the Accommodations Request Form. Posting Statement Salesforce is an equal opportunity employer, advocating for non-discrimination in all employment practices. We are committed to promoting equality by creating an inclusive work environment. Every employee and candidate will be evaluated on merit and qualifications, free from discrimination or bias. In the U.S., the offered compensation for this position will vary based on factors such as location, job level, knowledge, skills, and experience. Various roles may qualify for incentive compensation, equity, and benefits. Explore our comprehensive benefits package supporting your well-being, including time-off, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. The typical base salary range for this role is $133,400 - $223,700 annually, excluding bonuses or benefits.