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Job Category

Customer Success

Job Details

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. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

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. If you believe in business as the greatest platform for change and in companies doing well and doing good - you’ve come to the right place.


Position Description
For our customers who wish to get the most value out of Salesforce with an enterprise experience and the fastest support, delivered by our most skilled experts, they purchase our Signature Success Plan. Signature drives the right insights and people at the right time - which can make all the difference. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.

The Customer Success Manager serves as a named resource and partner for the Salesforce Signature customer organizations. They orchestrate all deliverables their customer is entitled to, including coordinating the day-to-day customer Signature experience from onboarding through Signature contract renewal and expansion. They develop deep relationships with their customers’ team members and pair that with relevant industry knowledge to improve implementation health. This role will also partner across Salesforce to provide a unified Signature experience for their customers.


Responsibilities

• Experience in Marketing Cloud technology
• Effectively orchestrates Signature experience across more sophisticated, multi-org, single-cloud customers with single-cloud product expertise and industry-relevant experience
• Aligns with and leads Business and Technical stakeholders, Account Success team, and other internal partners around customer goals ensuring value is delivered through Signature
• Single point of customer accountability covering only Signature-entitled customers building and maintaining strong, trusted relationships with customers
• Drives Customer Success Score metrics for customers and handles Escalations and Red Accounts

Required Experience/Skills:

• Previous experience with Marketing Cloud is mandatory
• Relevant work experience in one or more of the following: Enterprise Architecture,
• Technology Consulting, Customer Success, Technology Solutions Development, Technical and/or Solutions Architecture
• Experience in dealing with large, complex, distributed systems scale business
• Comfortable in dealing with IT systems that support end to end business processes across the customers’ value chain.
• Large scale implementation experience with complex solutions environments
• Navigate, escalate and lead efforts on complex customer requests or projects involving multiple parties and enterprise systems
• Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of the organisation, internally and with the customer
• Ability to effectively prioritise and escalate customer issues as required, multi-task, and perform effectively under pressure.
• Aptitude for both analysing technical concepts and translating them into business terms, and for mapping business requirements into technical features.

Experience/Skills Desired:

• Marketing cloud certifications are a plus (Marketing Cloud Email Specialist, Marketing Cloud Administrator)
• Enterprise Architecture Experience is a plus
• Deep technical knowledge and implementation experience with software development patterns (MCV, N-Tiered)
• Deep technical knowledge of Salesforce products and features, capabilities, best use andhow to deploy, including knowledge of the Salesforce platform and ecosystem Knowledge of Salesforce multi-org implementation best practices and strategies
• Experienced professional with 7+ years of relevant industry expertise in Customer Success, SaaS platform use or project leadership, Technology Consulting, and/or Solutions Architecture
• Knowledge of Salesforce product and platform features, capabilities, and standard methodologies as well as a good understanding of enterprise architecture principles
• Strong consultative skills, deep curiosity, and confirmed results working as a Trusted Advisor to drive business value for customers
• Outstanding communication skills, ability to drive effective conversations at the C-Level, and presentation skills with a consistent track record of influencing at all levels of the organization
• Ability to facilitate difficult discussions and be adept at handling objections
• Degree or equivalent experience required. Experience evaluated based on the strengths you'll need for the role (e.g. proven behaviors in previous jobs such as extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

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