Customer Success Senior Manager

Job Description

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 Senior 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 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

Experience and Skills

• Experienced professional of relevant industry expertise in Customer Success, SaaS platform use or Project Leadership, Technology Consulting, and/or Solutions Architecture
• Knowledge of Salesforce or Mulesoft product and platform features, capabilities, and best practices is essential
• Strong consultative skills, deep curiosity, and confirmed results working as a Trusted Advisor to drive business value for customers
• Exceptional communication and presentation skills with demonstrated ability to present and influence effectively at all levels of the organization.
• Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussions and be adept at handling objections
• Good to have: Understanding of enterprise architecture principles

The ideal candidate has a background in managing large, complex enterprise customers in Customer Success or Program Delivery / IT Consulting roles and has strong knowledge of Salesforce’s suite of products, strengths with Sales, Service and Mulesoft/API technology. The candidate is able to work and influence multiple stakeholders, businesses and subsidiaries, with a strong capacity to understand and articulate complex and mission critical customer scenarios and customer business impact. They are able to quickly react and respond alongside strength in forward planning and long term thinking.

Please note: This is an office-flexible role, and the expectation is to be in-office a minimum of three (3) days per week.