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Customer Success Manager

2 months ago

Washington, United States Salesforce Inc Full time
About the Role

We are seeking a highly skilled and experienced Customer Success Manager to join our team at Salesforce Inc. As a key member of our customer success organization, you will be responsible for delivering exceptional customer experiences and driving business growth for our enterprise customers.

Key Responsibilities
  • Develop and execute customized customer success plans to meet the unique needs of our enterprise customers.
  • Build and maintain strong relationships with customer stakeholders, including IT and business executive leadership, sponsors, and decision-makers.
  • Provide timely and proactive guidance on Salesforce features and capabilities to help customers achieve their business goals and outcomes.
  • Act as an advisor to customers on the adoption of new features and technologies, identifying potential challenges and risks to their implementation.
  • Communicate the value of our customer success programs and ensure that all collaborators understand the benefits of these programs.
  • Advocate for customers during the triage and resolution of high-severity cases to assist with the timely resolution of these issues.
Requirements
  • Minimum of 8 years of work experience in technical customer success, Salesforce CRM or SaaS platform use, project leadership, technology solutions development, technical solutions, and/or solutions architecture.
  • Experience with Salesforce Sales Cloud and/or Service Cloud and/or a relevant competing platform.
  • 4+ years' experience in management consulting services.
  • Excellent 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 analyzing technical concepts, translating them into business terms, and 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 the resolution or disposition of customer needs or projects.
  • US Citizen.
Preferred Requirements
  • Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, and Service Cloud Consultant).
  • Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
  • Experience working with Enterprise-level customers.
About Salesforce

Salesforce is a global leader in customer relationship management (CRM) and enterprise software. We are committed to helping businesses of all sizes succeed by providing innovative solutions that drive customer engagement, growth, and success. Our company values include equality, diversity, and inclusion, and we strive to create a workplace that reflects these values.