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Customer Success Manager

2 months ago

Chicago, Illinois, United States Salesforce Inc Full time
About the Role

We are seeking a highly skilled Customer Success Manager to join our team at Salesforce Inc. As a key member of our organization, you will be responsible for delivering exceptional customer experiences and driving business growth.

Key Responsibilities
  • Serve as the primary point of contact for our enterprise customers, providing strategic guidance and support to ensure their success on the Salesforce platform.
  • Cultivate and maintain strong relationships with customer stakeholders, including IT and business executive leadership, sponsors, and decision-makers.
  • Develop and execute customized success plans to help customers achieve their business goals and outcomes on the Salesforce platform.
  • Provide timely, proactive guidance on Salesforce features and capabilities, identifying potential challenges and risks to customer implementations.
  • Act as an advocate for customers during the triage and resolution of high-severity cases, ensuring timely resolution and customer satisfaction.
  • Collaborate with cross-functional teams to facilitate the resolution or disposition of customer needs or projects.
Requirements
  • Minimum of 8 years of work experience in technical customer success, Salesforce CRM or SaaS platform use, project leadership, technology solutions development, technical solutions, and/or solutions architecture.
  • Experience with Salesforce Sales Cloud and/or Service Cloud and/or a relevant competing platform.
  • 4+ years' experience in management consulting services.
  • Excellent communication and presentation skills, with demonstrated ability to communicate and influence effectively at all levels of the organization.
  • Skills for analyzing technical concepts, translating them into business terms, and 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.
  • US Citizen.
Preferred Requirements
  • Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, and Service Cloud Consultant).
  • Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
  • Experience working with Enterprise-level customers.
About Salesforce

Salesforce is a global leader in customer relationship management technology, empowering businesses to connect with their customers in a whole new way. Our mission is to help companies achieve their goals by providing innovative solutions that drive customer success.