About This Role
This Customer Success Manager role within the Signature Success team focuses on being the primary contact for Salesforce's largest and most high-profile customers. The role involves partnering with assigned accounts to improve their technical and operational health, ensuring they gain maximum value from their Salesforce investment. You will maintain awareness of customer events, needs, risks, and value drivers.
Responsibilities
- Serve as a primary contact point for Salesforce's largest and highest-profile customers
- Partner with assigned accounts, focusing on business goals to improve technical and operational health
- Realize maximum value from customers' Salesforce investment
- Maintain awareness of customer's key events, needs, potential risks, and value drivers
- Build a track record in customer success through superb communication with partners and extensive knowledge of the Salesforce platform
- Translate business needs to solutions
- Forge relationships with customers and account teams
- Develop a deep technical understanding of Salesforce implementation
- Share standard methodologies and adoption of proactive services
- Proactively set customers up for success through platform optimization, especially during critical peak events
- Act as a point of contact for major incidents, owning customer expectations and communications through resolution
- Act as the technical main interface on behalf of customers
- Work closely across internal and external collaborators, including partners and ISVs, as required to address customer needs
Requirements
- Experienced professional with 8+ years of relevant industry expertise in Technical Customer Success, Customer Success Manager, 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 communicate and influence effectively at all levels of the organization, including executive and C-level
- Skills for both analyzing technical concepts and translating them into business terms
- Ability to map business requirements into technical features
- Ability to explain complex technical concepts in business-friendly terms to customers
- Ability to explain customer needs to internal partners
- Coordinate and work closely with high volume events and/or key events for the customer
- Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects
Important Details
- Schedule: EST/AMER shift, with working hours either 5:30 PM to 2:30 AM IST or 7:30 PM to 5:30 AM IST
