Senior Customer Success Manager, Salesforce

• Minimum of 8 years 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
• Salesforce Certifications (Data Cloud Consultant)
• 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), 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
• This CSM role plays a pivotal part in Advancing Salesforce’s mission of CRM + AI + Data + Trust, orchestrating success for customer instances in Data Cloud
• Reporting to the Data Cloud Customer Success Manager team, this position is focused on our largest and most strategic customers looking to leverage and unlock AI capabilities through the power of Data Cloud
• 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
• 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
• 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