Customer Success Manager, Senior Manager

Position Description

For our customers who wish to get the most value out of Salesforce with an enterprise experience and the fastest support, delivered by our most skilled experts, they purchase our Signature Success Plan. Signature drives the right insights and people at the right time - which can make all the difference. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.

The Customer Success Manager serves as a named resource and partner for our Salesforce Signature customers. They orchestrate all deliverables their customer is entitled to, including coordinating the day-to-day customer Signature experience from onboarding through Signature contract renewal and expansion. They develop deep relationships with their customers’ team members and pair that with relevant industry knowledge to improve implementation health. This role will also partner across Salesforce to provide a unified Signature experience for their customers.

This role will suit candidates capable of engaging with technical engineering stakeholders as well as with senior business executives, internally and externally.

Responsibilities :

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

Act as lead CSM orchestrating CSMs for multi-org, multi-cloud customers.

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.

Preferred Qualifications and Skills :

Experienced professional with relevant industry expertise in Customer Success, SaaS platform use or project leadership, Technology Consulting, and / or Solutions Architecture.

Knowledge & technical depth with Salesforce products (including Sales Cloud, Service Cloud, Industries Cloud, Data Cloud, Agentforce etc), platform features, capabilities, and standard methodologies is a must due to the nature of the role & customers it will serve.

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

Outstanding communication and presentation skills with demonstrated track record of influencing effectively at all levels of the organisation.

Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussions and be adept at handling objections.

Knowledge in one or more lines of business

A curious nature, willing to continually expand knowledge of Salesforce products and industry trends.

As we continue to deepen collaboration across our teams & with customers, 3 days in office / on customer site per week is required.

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