Client Success Strategist

2 weeks ago

Chicago, Illinois, United States Salesforce Full time
About Salesforce
Salesforce is a leader in customer relationship management, leveraging AI, data, and CRM to transform the future of business.

We are committed to our core values, empowering organizations across various sectors to innovate and connect with their customers in unprecedented ways.

As a Customer Success Manager (CSM), you will be a dedicated resource and partner for our client organizations.

Your role will involve building trusted relationships with customers and account teams, while staying attuned to key events, requirements, potential challenges, and value drivers.

By focusing on your clients' business needs, you will enhance their technical and operational health, ensuring they derive maximum value from their Salesforce investment.

You will be the primary contact for significant customer incidents, managing expectations and communications until resolution.

Your Impact

As the single point of accountability for customer success, you will orchestrate all deliverables, experiences, renewals, and expansions.

Foster and maintain relationships with stakeholders, including IT and business leadership within customer organizations that have adopted our services.

Assist your clients in achieving their business objectives on the Salesforce platform by:

  • Coordinating the execution of the Success catalog of services tailored to your customer’s needs.
  • Providing timely and proactive guidance on Salesforce features relevant to your clients.
  • Advising customers on the adoption of new features from Salesforce's annual releases, while identifying potential challenges and risks.

Communicate the value of our services effectively, ensuring all collaborators understand this value to encourage continued engagement.

Advocate for customers during the resolution of high-severity cases to facilitate timely solutions.

Occasional travel to customer sites may be required, along with availability for after-hours or weekend support based on customer needs.

Minimum Requirements

At least 8 years of experience in one or more of the following areas: Technical Customer Success, SaaS platform management, project leadership, Technology Consulting, or Solutions Development.

Familiarity with Tableau products or similar platforms (e.g., Microsoft Power BI, Looker, Qlik, MicroStrategy, Domo).

Exceptional communication and presentation skills, with the ability to influence at all organizational levels, including executive leadership.

Proficient in analyzing technical concepts and translating them into business terms, as well as mapping business requirements to technical features.

Ability to convey complex technical concepts in a manner that is accessible to customers, while also articulating customer needs to internal teams.

Knowledge of software development processes and design methodologies.

Experience leading cross-functional teams to address customer needs or project resolutions.

Preferred Requirements

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

Understanding of Salesforce products, features, capabilities, and deployment strategies.

Experience working with enterprise-level clients.

Our Commitment to You

We offer world-class training and enablement, exposure to thought leaders, and a clear path for career advancement through leadership development programs.

Engage in mentorship opportunities and participate in product boot camps and sales training.

We are dedicated to giving back to the community through our philanthropic initiatives, which have positioned us as leaders in culture and innovation.

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, protected veteran status, or disability status.

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