Customer Success Manager, Salesforce

• Strong problem-solving abilities are necessary for navigating public sector challenges and finding innovative solutions
• Minimum of 8 years of work experience in one or more of the following: Technical Customer Success, MuleSoft or iPaaS platform use, project leadership, technology solutions development, technical solutions, and/or solutions architecture
• Experience with MuleSoft and/or a relevant competing platform
• 4+ years’ experience in management consulting services
• Excellent 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 analyzing technical concepts, translating them into business terms, and 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
• Knowledge of software development process and design methodologies
• Experience leading efforts of cross-functional teams to facilitate the resolution or disposition of customer needs or projects
• US Citizenship

• The Customer Success Manager serves as a named resource and partner for the MuleSoft 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 growth opportunities
• 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 MuleSoft to provide a unified Signature experience for their customers
• The MuleSoft Customer Success Manager in the Public Sector operating unit supports federal civilian signature customers. They understand that supporting government customers requires a comprehensive understanding of government processes, regulations, and compliance requirements
• Serve as the single point of customer accountability responsible for the orchestration of all Signature deliverables, experience, renewal, and expansion
• 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 MuleSoft platform by:
• Coordinating the completion of the Signature Success catalog of services as required for your customer
• Providing timely, proactive MuleSoft 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 MuleSoft’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 customers can 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

• With 9 standard holidays and four floating holidays, you get a total 13 paid days off each year

Total funding: $64.5m

Salesforce is a global cloud computing company, best known for its on-demand, comprehensive customer relationship management (CRM) solutions. The company was launched to mitigate the doubts that business owners felt regarding third party companies holding their data.