Customer Success Manager, Senior Manager

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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.

Who We Are
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.
The Role
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 our Salesforce Signature customers. 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.
This role will suit candidates capable of engaging with technical engineering stakeholders as well as with senior customer executives.
Responsibilities

• Effectively aligns with and manages both Business & Technical Stakeholders around customer goals ensuring value is delivered through the Signature Success Plan

• Expertise covering multiple Salesforce Clouds as well as industry-relevant expertise

• Single point of customer accountability covering only Signature-entitled customers, building and maintaining strong, trusted relationships

• Authority in orchestrating technical resources & delivering technical information

• Drives Customer Success Score metrics for customers and handles Escalations and Red Accounts

Preferred Qualifications and Skills

• Experienced professional with relevant industry expertise in Customer Success, SaaS platform use or project leadership, Technology Consulting, and/or Solutions Architecture

• Knowledge & technical depth with Salesforce products (including Sales Cloud, Service Cloud, Financial Services Cloud, Data Cloud, Agentforce), platform features, capabilities, and standard methodologies is a must due to the nature of the role & customers it will serve.

• Experience in Financial Services, ideally banking, would be highly desirable

• Strong consultative skills, deep curiosity, and confirmed results working as a Trusted Advisor to drive business value for customers

• Outstanding communication and presentation skills with demonstrated track record of influencing effectively at all levels of the organisation

• Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussions and be adept at handling objections

• Knowledge in one or more lines of business

• A good understanding of enterprise architecture principles

• Experience will be evaluated based on the strengths you'll need for the role (e.g. demonstrated behaviours in previous jobs, that align to role needs such as extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

• A curious nature, willing to continually expand knowledge of Salesforce products and industry trends.
   

As we continue to deepen collaboration across our teams & with customers, 3 days in office/on customer site is required.
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