Customer Success Manager

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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.

Role Description

For our customers who wish to get the most value out of Salesforce with an enterprise experience and the fastest support, delivered by our most skilled experts, they purchase our Signature Success Plan. Signature drives the right insights and people at the right time – which can make all the difference. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.

The Customer Success Manager serves as a named resource and partner for the Salesforce Signature customer organizations. They orchestrate all deliverables their customer is entitled to, including coordinating the day-to-day customer Signature experience from onboarding through Signature contract renewal and expansion. They develop deep relationships with their customers’ team members and pair that with relevant industry knowledge to improve implementation health. This role will also partner across Salesforce to provide a unified Signature experience for their customers.

Your Impact

• Single point of customer relationship accountability.
• Responsible for orchestration of all Signature deliverables, experience and renewal
• Delivery of some Signature engagements including: Success Path, Success Path Review, and Release Readiness.
• Primary focus is on improving Customer Health using Customer Success Score and other indicators to communicate actionable recommendations on Adoption, Engagement, and Technical Health.
• Deep customer intimacy with relevant industry knowledge.
• Executive and decision-maker relationship building.
• Possesses basic knowledge of customer’s tech stack and relevant Salesforce certifications.
• Collaborate with the customer account team in order to help customers achieve their objectives and identify growth opportunities with sales executive

Preferred Qualifications & Skills

• Minimum of 6 years work experience in one or more of the following: Customer Success, SaaS platform use or project leadership, Technology Consulting, and Technology Solutions Development.
• Strong knowledge of Salesforce product and platform features, capabilities and use cases.
• Salesforce product certifications are strongly desired (Administrator, Advanced Administrator, Platform App Builder, Service Cloud Consultant, Sales Cloud Consultant, Marketing Cloud Specialist, Commerce Cloud & Heroku).
• Able to articulate the importance and value of Governance to Business and IT executives.
• Ability to prioritize, multitask and engage dynamically with customers.
• Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications and automation.
• Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level.
• Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners, as well as mapping business requirements into technical features.
• Ability to analyze customer’s usage data and health indicators to identify opportunities for improvement and translate into actionable recommendations with a path for success.

Note: This is an office-flexible role. The expectation is to be in-office 3 days a week when local to an office.

Our Investment In You:

• World-class enablement and on-demand training – check out Trailhead.com for a sneak peek!
• Exposure to executive thought leaders with a passion for living our values
• Clear path to promotion with accelerated leadership development programs
• Weekly 1:1 coaching with your leadership
• Fast Ramp mentorship program
• Week-long product bootcamp
• Sandler Sales Training

Volunteer Opportunities

Have you heard of our 1:1:1 model, focused on giving back to the community? The success in giving back have helped us and our Trailblazer community become a leader in philanthropy, culture, and innovation. We are one of the World’s Most Innovative Companies, according to Forbes, we are #1 in PEOPLE’s Top 15 Companies that Care, and are on Fortune’s Change the World list. Values create value. Our values helped drive our revenue number to $13.28 billion dollars in fiscal years in 2019.

We have a public-facing website that explains our various benefits for:

• Health benefits
• Financial benefits and perks
• Time off and leave policies
• Parental benefits
• Perks and discounts
• Visit https://www.salesforcebenefits.com/ for the full breakdown.
• LI-

Accommodations

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Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

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.

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