Customer Success Manager

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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.

The Customer Success team within Signature Success is looking for a driven and customer-focused Customer Success Manager (CSM) to serve as a primary contact point for Salesforce’s largest and highest-profile Marketing Cloud customers.

You will have responsibility for partnering with a small number of assigned accounts, maintaining a continual focus on the customer’s business goals to improve their overall technical and operational health and realize the maximum value out of their Salesforce investment. The Customer Success Manager maintains awareness of the customer's key events, needs, potential risks, and value drivers.As a trusted advisor, the CSM will build a track record in customer success through superb communication with partners and extensive knowledge of the Salesforce platform to translate their business needs to solutions. You will forge relationships with your customers and account teams, develop a deep technical understanding of their Salesforce implementation, share standard methodologies, and adoption of proactive services. 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.As a CSM, you will occasionally act as a point of contact for any major incidents, owning the customer’s expectations and communications through the resolution of such incidents.

The CSM acts as the technical main interface on behalf of our customers and works closely across both internal and external collaborators, including partners and ISVs, as required to address the customer needs.The ideal CSM has an extraordinary focus on the success of the customer, is an exceptional communicator, exhibits professionalism, is dedicated to going above and beyonds, enjoys forming relationships, has excellent collaboration skills, and has the ability to learn new technologies quickly.
 

Your Impact

• Serve as the single point of customer accountability responsible for orchestration of all Signature deliverables, experience, and renewal, and expansion for Salesforce Marketing Cloud applications.
• 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 Marketing Cloud 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.

Minimum Requirements

• +5 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.
• Demonstrated expertise of 2+ years within the Salesforce Ecosystem, specifically in Marketing Cloud, including comprehensive knowledge of its product features, capabilities, optimal use cases, and strategic deployment.
• 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
• Available for a flexible schedule, 3 days in-office.

Preferred Requirements

• Knowledge of Salesforce Core products and features, capabilities, best use, and how to deploy are a plus.
• Salesforce Certifications (Marketing Cloud Admin, Marketing Cloud Consultant or similar)
• Knowledge and certifications in Data Cloud and Agentforce.

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