Senior Customer Success Manager, Data Cloud

2 weeks ago


Indianapolis, Indiana, United States Salesforce Inc Full time
About the Role

We are seeking a highly skilled Senior Customer Success Manager to join our Data Cloud team. As a key member of our customer success organization, you will be responsible for ensuring our customers achieve their business goals and outcomes on the Salesforce platform.

Key Responsibilities
  • Serve as a named resource and partner for Salesforce's customer organizations, providing expert guidance and support to help them maximize their investment in our platform.
  • Forge deep relationships with customers and account teams, maintaining awareness of key events, needs, potential risks, and value drivers.
  • Help customers improve their overall technical and operational health, ensuring they realize the maximum value from their Salesforce investment.
  • Act as a point of contact for major customer incidents, managing expectations and communications through resolution.
  • Cultivate and maintain stakeholder relationships with customer IT and business executive leadership, sponsors, and decision-makers.
  • Help customers achieve their business goals and outcomes by coordinating the completion of the Signature Success catalog of services, providing timely and proactive Salesforce feature guidance, and acting as an advisor for the adoption of new features.
  • Communicate the value of Signature Success and be accountable for ensuring all collaborators understand this value.
  • Act as an advocate for customers during the triage and resolution of high-severity cases.
Requirements
  • Minimum of 8-10 years of work experience in technical customer success, SaaS platform use or project leadership, technology consulting, technology solutions development, technical and/or solutions architecture.
  • Exceptional communication and presentation skills, with the ability to communicate and influence effectively at all levels of the organization.
  • Skills for analyzing technical concepts and translating them into business terms, as well as mapping business requirements into technical features.
  • Ability to explain complex technical concepts in business-friendly terms to customers and 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.
Preferred Requirements
  • Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
  • Salesforce product certifications are a plus.
  • Data architecture and tools experience, including modern cloud data platforms, data analytics tools, and AI.
  • Experience working with Enterprise-level customers.
What We Offer

At Salesforce, we believe that the business of business is to improve the state of our world. We offer a competitive salary, benefits, and opportunities for growth and development. If you are passionate about customer success and want to join a team that is dedicated to making a difference, we encourage you to apply.



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