Client Success Strategist

2 weeks ago

Chicago, Illinois, United States Salesforce Full time


To ensure the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to avoid duplicating efforts.


Job Category:
Customer Success

About Salesforce:
At Salesforce, we are the Customer Company, leading the way in business innovation through AI, Data, and CRM.

With our core values at the forefront, we empower organizations across various sectors to forge new paths and engage with their customers in transformative ways.

We also empower you to become a Trailblazer, enhancing your performance and career trajectory while contributing positively to the world.

If you believe in the power of business as a platform for change and in organizations thriving while doing good, you are in the right place.


Role Overview:


For customers seeking to maximize their investment in Salesforce with comprehensive and swift support from our top experts, we offer our Signature Success Plan.

With Signature, you gain access to our highest level of collaboration, expertise, and tools to remain adaptable.
As a Customer Success Manager (CSM), you will act as a dedicated resource and partner for Salesforce's client organizations.

You will be a trusted advisor, cultivating strong relationships with your clients and account teams while staying attuned to key events, requirements, potential challenges, and value drivers.

With a continuous focus on your clients' business objectives, you will enhance their overall technical and operational well-being, ensuring they derive maximum value from their Salesforce investment.

You will serve as the primary contact for any significant client incidents, responsible for managing expectations and communications until resolution.


Your Contribution:


Act as the sole point of accountability for customers, orchestrating all Signature deliverables, experiences, renewals, and expansions.

Build and sustain relationships with stakeholders in the customer's IT and business leadership, sponsors, and decision-makers who have opted for Signature.

Assist your clients in achieving their business objectives on the Salesforce platform by:
Coordinating the execution of the Signature Success catalog of services as needed for your client.
Providing timely, proactive guidance on Salesforce features based on your client's interests.

Advising clients on the adoption of new features from Salesforce's annual release schedules and identifying potential challenges and risks to their implementation.

Communicate the value of Signature Success, ensuring all collaborators understand this value to encourage continued renewals.

Advocate for clients during the triage and resolution of high-severity cases to facilitate timely issue resolution.

The CSM may occasionally need to travel to client sites and may be required to be available for after-hours or weekend support, depending on client needs.


Minimum Qualifications:


A minimum of 8 years of professional experience in areas such as Technical Customer Success, Salesforce CRM or SaaS platform utilization, project leadership, technology solutions development, technical solutions, and/or solutions architecture.

Experience with Salesforce Sales Cloud and/or Service Cloud or a comparable platform.
4+ years of experience in management consulting services.

Outstanding communication and presentation skills with a proven ability to communicate and influence effectively at all organizational levels, including executive and C-level.

Skills in analyzing technical concepts and translating them into business language, as well as mapping business requirements to technical features.
Ability to convey complex technical concepts in accessible terms to clients and articulate client needs to internal teams.
Familiarity with software development processes and design methodologies.
Experience leading cross-functional teams to address customer needs or projects.

Note:
This is a flexible office role.

The expectation is to be in-office 2-3 days a week when local to an office.


Preferred Qualifications:


Salesforce product certifications are advantageous (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, and Service Cloud Consultant).

Knowledge of Salesforce products, features, capabilities, best practices, and deployment strategies.
Experience working with enterprise-level clients.

Our Commitment to You:
World-class enablement and on-demand training opportunities.
Exposure to executive thought leaders who embody our values.
Clear pathways for promotion with accelerated leadership development programs.
Weekly one-on-one coaching with your leadership.
Fast Ramp mentorship program.
Comprehensive product boot camp.
Sandler Sales Training.

Community Engagement:


We embrace our 1:1:1 model, dedicated to giving back to the community. Our commitment to philanthropy has positioned us and our Trailblazer community as leaders in culture and innovation.

Recognized as one of the World's Most Innovative Companies by Forbes, we are also #1 in PEOPLE's Top 15 Companies that Care and featured on Fortune's Change the World list.

Our values drive our success, contributing to our revenue of $13.28 billion in fiscal year 2019.
For a comprehensive overview of our benefits, please visit our public-facing website.

Accommodations:


If you require assistance due to a disability while applying for open positions, please submit a request via our Accommodations Request Form.


Equal Opportunity Statement:
At Salesforce, we believe that the purpose of business is to enhance the state of our world. Each of us is responsible for promoting Equality in our communities and workplaces.

We are dedicated to building a workforce that reflects society through inclusive programs and initiatives, including equal pay, employee resource groups, inclusive benefits, and more.

Learn more about our commitment to Equality and explore our company benefits on our website.

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