Senior Customer Success Manager, Sales/ Service Cloud

About This Role

Serving as a named resource and partner for Salesforce's customer organizations, the Senior Customer Success Manager builds deep relationships with customers and account teams. This role focuses on improving customers' technical and operational health, helping them maximize value from their Salesforce investment, and acting as a point of contact for major incidents. The position suits a candidate with deep technical knowledge of the Salesforce platform and the ability to work across internal and external teams.

Responsibilities

• 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
• Help customers achieve their business goals and outcomes on the Salesforce platform by coordinating the completion of the Signature Success catalog of services as required
• Provide timely, proactive Salesforce feature guidance based on the areas of interest for the customer
• Act as an advisor to customers for the adoption of new features of Salesforce
• Identify potential challenges and risks to the customer's implementation
• Communicate the value of Signature Success and ensure all collaborators understand this value so that customers continue to 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
• Occasional travel to customer sites may be required
• May need to be available for some after-hour or weekend coverage, depending on the customer

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
• Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organisation, including executive and C-level
• Skills for analysing technical concepts and 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