Customer Success Manager, Director

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Description

For our customers who wish to get the most value out of Salesforce with enterprise and rapid support, delivered by our most skilled experts, they purchase our Signature Success Plan. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.

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 role will be driving the Success Strategy including Product Consumption and Value delivery to 1 or more Business Units at a large Enterprise Technology Customer.

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.

Your Impact

  • Uses multi-cloud expertise to effectively orchestrate Signature experience across the most strategic, sophisticated customers

  • Develops relationships with Influential Customer Executives to drive a Business Unit level Product Consumption model over a multi-year contract term

  • Articulates the value being derived from the Customer’s usage of our Products and can summarize this information to a Customer Executive level

  • May act as lead CSM orchestrating CSMs for multi-org, multi-cloud customers (including Global Customers with CSMs in multiple geos)

  • Aligns with and leads Business and Technical stakeholders, Account Success team, and internal partners around customer goals ensuring value is delivered through Signature

  • Single point of customer accountability building and maintaining strong, trusted relationships

  • Drives Customer Success Score metrics for customers; handles Escalations and Red Accounts

Minimum Requirements

  • Experienced professional with 9+ years of relevant industry expertise in Customer Success, SaaS platform use or project leadership, Technology Consulting, and/or Solutions Architecture

  • Knowledge of Salesforce product and platform features, capabilities, and standard methodologies and a good understanding of enterprise architecture principles

  • Strong consultative skills, deep curiosity, and proven results working as a Trusted Advisor to drive business value for customers

  • Executive-level interpersonal skills, ability to drive effective conversations at the C-Level, and presentation skills with a consistent track record of influence at an executive level

  • Ability to facilitate difficult discussions and be adept at handling objections

  • Degree or equivalent experience required. Experience evaluated based on the strengths you'll need for the role (e.g. proven behaviors in previous jobs such as extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

Preferred Requirements

  • Experience with Salesforce and/or a competing platform

  • Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant).

  • Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.

  • Experience working with Enterprise-level customers.

Note: This role is office-flexible, and the expectation is to be in office 3 days per week (Bellevue/Seattle, Chicago/Indianapolis, Atlanta).

Our Investment In You

  • World-class enablement and on-demand training - check out trailhead.com for a sneak peek!

  • Exposure to executive thought leaders with a passion for living our values

  • Clear path to promotion with accelerated leadership development programs

  • Weekly 1:1 coaching with your leadership

  • Fast Ramp mentorship program

  • Week-long product bootcamp

  • Sandler Sales Training

Volunteer Opportunities

Have you heard of our 1:1:1 model, focused on giving back to the community? The success in giving back have helped us and our Trailblazer community become a leader in philanthropy, culture, and innovation. We are one of the World’s Most Innovative Companies, according to Forbes , we are #1 in PEOPLE ’s Top 15 Companies that Care, and are on Fortune’s Change the World list. Values create value. Our values helped drive our revenue number to $13.28 billion dollars in fiscal years in 2019.

We have a public-facing website that explains our various benefits for:

  • Health benefits

  • Financial benefits and perks

  • Time off and leave policies

  • Parental benefits

  • Perks and discounts

Visit salesforcebenefits.com for the full breakdown

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

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