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Senior Customer Success Manager, Data Cloud

4 weeks ago

Seattle, Washington, United States Salesforce Inc Full time
About Salesforce

Salesforce is a global leader in customer relationship management (CRM) and enterprise cloud computing. Our mission is to help businesses of all sizes and industries succeed by providing innovative and intuitive software solutions. We believe that the business of business is to improve the state of our world, and we're committed to creating a workforce that reflects society through inclusive programs and initiatives.

Job Description

We're seeking a highly skilled and experienced Senior Customer Success Manager to join our Data Cloud team. As a Senior Customer Success Manager, you will be responsible for ensuring the success of our customers who have purchased our Signature Success Plan. This includes serving as a named resource and partner for our customer organizations, forging deep relationships with customers and account teams, and maintaining an awareness of key events, needs, potential risks, and value drivers.

Key Responsibilities
  • Act as a 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 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 and 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 8-10 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
  • Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
  • Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Consultant, B2C Commerce Developer, Marketing Cloud: Administrator, Consultant, Email Specialist, Engagement Consultant).
  • Data Architecture & Tools: modern cloud data platforms (Snowflake, Databricks, Big Query, RedShift), data analytics tools (Tableau, Looker, Power BI), data programming models (DataFrames, pandas), and AI (Python, R, Jupyter Notebooks, data wrangling, machine learning).
  • Experience working with Enterprise-level customers.