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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.

Role 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 growth opportunities. 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.

The Customer Success Manager in the Public Sector operating unit supports federal civilian signature customers. They understand that supporting government customers requires a comprehensive understanding of government processes, regulations, and compliance requirements. They must possess US Citizenship as they will support government agencies using Salesforce GovCloud. Strong problem-solving abilities are necessary for navigating public sector challenges and finding innovative solutions.

Your Impact
● Serve as the single point of customer accountability responsible for the orchestration of all Signature deliverables, experience, 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.

• Providing timely, proactive Salesforce feature guidance based on the areas of interest for your customer.

• Acting 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 customers can 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.
● The CSM may be required for occasional travel to customer sites and may need to be available for some after-hour or weekend coverage, depending on the customer’s need.

Minimum Requirements

● Minimum of 8 years of work experience in one or more of the following: 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, including executive and C-level.

● 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.

● Experience leading efforts of cross-functional teams to facilitate the resolution or disposition of customer needs or projects.

● US Citizen with TS/SCI Clearance

Note: This is an office-flexible role. The expectation is to be in-office 2-3 days a week when local to an office (Seattle/Bellevue, Chicago/Indianapolis, Atlanta, Washington DC).

Ideal candidate would have consulting background along with technical skills (Linux, windows server, tableau sever, desktop, prep) with a TS/SCI clearance

• Tableau Tech skills (preferably some server experience)

• Program/project management

• Domain expertise in DoD/IC

Volunteer Opportunities
Have you heard of our 1:1:1 model, focused on giving back to the community? The success in giving back has helped us and our Trailblazer community become a leader in philanthropy, culture, and innovation. We are one of the World’s Most Innovative Companies; according to Forbes, we are #1 in PEOPLE’s Top 15
Companies that Care and are on Fortune’s Change the World list. Values create value. Our values helped drive our revenue to $13.28 billion in fiscal year 2019.

We have a public-facing website that explains our various benefits for:
● Health benefits
● Financial benefits and perks
● Time off and leave policies
● Parental benefits
● Perks and discounts
● Visit salesforcebenefits.com for the full breakdown

This position requires a USA TS/SCI with Polygraph security access level.

Accommodations

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Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

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 perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.

For Washington D.C based roles, the base salary hiring range for this position is $128,300 to $176,500.