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Job Details

The CSM team within Signature Success is looking for a driven and customer-focused Customer Success Manager to serve as a primary contact point for Salesforce’s largest and highest-profile customers. You will have responsibility for partnering with a small number of assigned accounts, maintaining a continual focus on the customer’s business goals to improve their overall technical and operational health and realize the maximum value out of their Salesforce investment. The Technical Account Manager maintains awareness of the customer's key events, needs, potential risks, value drivers and being proactive.

As a trusted advisor, CSM will build a track record in customer success through excellent communication with stakeholders and comprehensive knowledge of the Salesforce platform to translate their business needs to solutions. You will forge relationships with your customers and account teams, develop a deep technical understanding of their Salesforce implementation, share best practices, and adoption of proactive services. These activities will enable you to proactively set the customer up for success through optimization of the platform, with special care during mission-critical peak events.

As a CSM you will occasionally act as a point of contact for any major incidents, leading the customer’s expectations and communications through the resolution of such incidents. The CSM acts as the technical primary interface on behalf of our customers and works collaboratively across both internal and external stakeholders, including partners and ISVs, as required to address the customer needs.


Responsibilities

• Develop and maintain relationships with key customer business and IT partners to understand their top business goals and priorities, act as an internal authority on your customer's key value drivers and needs, and act as an internal point of contact on your customer to internal stakeholders.

• 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

  • reinforcing to your customer the value in the implementation of technical recommendations for improvement based on Proactive Monitoring guidance

• Communicate the value of Signature Success. Be accountable for ensuring all stakeholders understand this value so that customers continue to renew Signature Success.

• During infrastructure service degradations or disruptions that occur during normal business hours, provide regular updates and communications to key customer contacts. Partner with internal teams like Signature Support delivery and the Critical Incident Center for after-hours coordination. Following infrastructure incidents that impact customers, track the internal root cause analysis efforts to provide the customer a description of the cause and future prevention actions.

• Act as an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of these issues.

Technical Requirements:

• 3+ years of experience building or supporting enterprise-grade Java-based or Integration or API Management systems such as Mulesoft involving cloud providers such as AWS, Azure, and GCP.

• Solid understanding of HTML, CSS, and JavaScript.

• Deep knowledge of Internet technologies and protocols such as TLS, HTTP , REST, Webservices, firewalls, web servers, proxy servers

• Experience in Connectivity with Enterprise SaaS solutions such as Salesforce, Netsuite, Workday etc

• In-depth knowledge of database concepts and data management (RDBMS) and SQL.

• Experience in troubleshooting container and container management technologies such as Docker / Kubernetes.

Minimum Qualifications

• Minimum of 8 years of 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 present and influence effectively at all levels of the organization, including executive and C-level.

• Aptitude 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 stakeholders.