Customer Success Manager, Salesforce
Commerce/Marketing Cloud, Spanish Speaking
More information about location
World's leading CRM provider
Posted today
World's leading CRM provider
1001+ employees
Posted today
More information about location
1001+ employees
Company mission
To empower companies to connect with their customers in a whole new way.
Role
Who you are
- Demonstrated ability with proven experience in Digital Marketing and E-Commerce environments, including one or more of the following: Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical or Solutions Architecture
- Outstanding communication and presentation skills with demonstrated ability to communicate and influence optimally 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 sophisticated 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
- Spanish and English proficiencies are both important for this opportunity
- Preferred Requirements
- Experience with Commerce Cloud and Marketing Cloud or similar technologies
- Experience with the Salesforce Core platform is a plus
- Work experience in Retail and Consumer Goods industries
- Salesforce product certifications are a plus (AI Associate, B2C Commerce Developer, Marketing Cloud: Administrator, Consultant, Email Specialist, Engagement Consultant)
- Knowledge of Salesforce products and features, capabilities, best use, and how to deploy
- Experience working with Enterprise-level customers
- Additional EU language would be beneficial
What the job involves
- As a Customer Success Manager (CSM), you will be a named resource and partner for Salesforce’s customer organizations
- You are a trusted advisor, forging deep relationships with your customers and account teams, and 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 position will focus on our Marketing Cloud and Commerce Cloud Signature customers, driving customer advocacy and reducing attrition by collaborating with Sales partners, growing our Signature coverage, consuming Premier entitlements, and making strategic customer investments that foster trusted growth and success
- These activities will enable you to proactively set the customer up for success through optimization of the solution, with special care during critically important peak events
- This will require technical knowledge of both Salesforce Marketing Cloud and Commerce Cloud, 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 and responsible for the orchestration of all Signature deliverables, experience, renewal and expansion
- Cultivate and maintain partner 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:
- 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
- Providing timely, proactive Salesforce feature mentorship based on the areas of interest for your customer
- Coordinating the completion of the Signature Success catalogue of services as required for your customer
- 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
Our take
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.
By providing essential, customer-oriented CRM software, Salesforce places itself at the heart of digitised businesses. Furthermore, by building out its AI capabilities, the company removes the complexity of AI, enabling any business to deliver smarter, personalised and more predictive customer experiences.
Due to the continued innovation offered by the company, over 150,000 companies, both big and small, are growing their business with Salesforce today. Despite a tumultuous 2023 filled with activist investors, a boardroom shake-up and the unprecedented step-down of Co-CEO Bret Taylor, Salesforce continues to close several acquisition deals and managed to drive up its stock value by 96% from the end of 2022 to 2023.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
-8% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jun 2001
$46.9m
SERIES D
Nov 1999
$13.2m
SERIES C
Total funding: $64.5m
Company values
- Trust - We earn the trust of our customers, employees, and extended family through transparency, security, compliance, privacy, and performance. And we deliver the industry’s most trusted infrastructure
- Customer Success - So we champion them to achieve extraordinary things. We innovate and expand our business offerings to provide all our stakeholders with new avenues to achieve ever greater success
- Innovation - Our customers’ input helps us develop products that best serve their business needs. Providing continual technology releases and new initiatives gives our customers a competitive advantage
- Equality - We believe everyone should be seen, heard, valued, and empowered to succeed. Hearing diverse perspectives fuels innovation, deepens connections between people, and makes us a better company
- Sustainability – We are committed to bringing the full power of Salesforce to accelerate the world’s journey to net zero
Company HQ
Financial District, San Francisco, CA
Articles
Leadership
Marc Benioff
(Chair & CEO)Previously Senior Vice President at Oracle Corporation for 13 years.
Parker Harris
(CTO)Previously worked as a Software Engineer for over six years. Harris also co-founded Left Coast Software.
People progressing
Joined as Recruiting Director - Futureforce University Recruiting, EMEA, and was promoted to Senior Director - EMEA & LATAM Recruiting, Futureforce after 3 years, and then again to Senior Director - Recruiting after 2 years. Now serve as COO - Employee Success EMEA.
Salary benchmarks
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Diversity, Equity & Inclusion at Salesforce
- Our goals:
- 50% of our U.S. employees will be made up of underrepresented groups (Women, Black, Latinx, Indigenous, Multiracial, LGBTQ+ employees, People with Disabilities, and Veterans) by 2023
- Double the U.S. representation of Black leaders (VP+) and increase our representation of underrepresented minority (Black, Indigenous, Latinx, and Multiracial) leaders by 50% by 2023
- 50% increase our U.S. representation of underrepresented minority (Black, Indigenous, Latinx, and Multiracial) employees by 50% by 2023
- We’ve met our representation goal nearly a full year early – today, 50.7% of our U.S. employees are members of underrepresented groups
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