Senior Customer Success Manager, Salesforce

• This will require deep technical knowledge of the Salesforce platform, and the ability to work closely across internal and external teams to provide a unified Signature experience
• Minimum of 10 years of work experience in one or more of the following: Technical Customer Success, Salesforce CRM or SaaS platform use, project leadership, technology solutions development, technical solutions, and/or solutions architecture
• Experience with Salesforce Sales Cloud and/or Service Cloud and/or a relevant competing platform
• 6+ years of experience in management consulting / consulting services
• 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
• Knowledge of software development process and design methodologies
• Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects

Desirable

• As a Customer Success Manager (CSM), Senior Manager, you will serve as a named resource and partner for Salesforce’s customer organizations
• You are a trusted advisor, forging deep relationships with your customers and account teams, maintaining an awareness of key events, needs, potential risks, and value drivers
• With a continual focus on your customers’ business needs, you will help to improve their overall technical and operational health, helping them to realize the maximum value out of their Salesforce investment
• You will act as a point of contact for any major customer incidents, being responsible for managing expectations and communications through the resolution of such incidents
• These activities will enable you to proactively set the customer up for success through optimization of the platform, with special care during critically important peak events
• Serve as the single point of customer accountability responsible for orchestration of all Signature deliverables, experience, and 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 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