Customer Success Manager Digital

4 days ago

Chicago, Illinois, United States Salesforce Full time
About Salesforce

We're Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world.

Role Description

As a Customer Success Manager (CSM), you will serve as a trusted advisor, forging deep relationships with your customers and account teams. You will help to improve their overall technical and operational health, helping them to realize the maximum value out of their Salesforce investment.

Key Responsibilities
  • Serve as the single point of customer accountability responsible for orchestration of all Signature deliverables, experience, and renewal, and expansion.
  • Cultivate and maintain stakeholder relationships with the customer's IT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature.
  • Help your customers achieve their business goals and outcomes on the Salesforce platform by coordinating the completion of the Signature Success catalog of services as required for your customer.
  • Provide timely, proactive Salesforce feature guidance based on the areas of interest for your customer.
  • Act as an advisor to your customers for the adoption of new features of Salesforce's annual release schedules and identifying potential challenges and risks to your customer's implementation.
  • Communicate the value of Signature Success. Be accountable for ensuring all collaborators understand this value so that customers continue to renew Signature Success.
  • Act as an 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 work experience in one or more of the following: 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 demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level.
  • Skills for both analyzing technical concepts and translating them into business terms and for 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 resolution or disposition of customer needs or projects.
Preferred Requirements
  • Experience with Salesforce Marketing Cloud and/or Commerce Cloud, and/or a competing platform (i.e. Shopify, Adobe, Marketo, etc.).
  • Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, B2C Commerce Developer, Marketing Cloud: Administrator, Consultant, Email Specialist, Engagement Consultant).
  • Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
  • Experience working with Enterprise-level customers.
What We Offer

We offer a competitive salary, benefits, and opportunities for growth and development. We are an equal opportunity employer and welcome applications from diverse candidates. If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

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