Customer Success Manager - Data Cloud

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Job Category

Customer Success

Job Details

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.

The Digital Customer Success Manager (CSM) ensures customers get the most value from Salesforce with a proactive partnership and personalized experience. This experience includes driving product adoption, customer retention, and value realization through Salesforce expertise for Signature customers via entitlements and outcomes-based engagements. Job Details
 The Account Success team within Signature Success is looking for a driven and customer-focused Customer Success Manager (CSM) to serve as a main contact point for Salesforce’s Data Cloud customers. You will be responsible for partnering with assigned accounts, maintaining a focus on the customer’s business goals to improve product adoption and value realization to maximize their Salesforce investment. As a trusted advisor with deep business, industry, and product knowledge, you will forge relationships with your customers and account teams, develop a deep technical understanding of their Salesforce implementation, share standard methodologies and best practices, and maintain awareness of the customer's key events, needs, potential risks, and value drivers to guide them to accelerate business value. The CSM understands the customer goals and challenges to draw a clear path for success. You will align with key stakeholders at an executive level, building and fostering strong relationships to help customers progress on their digital journey. As a CSM, you will occasionally act as a point of contact for any major incidents, being responsible for the customer’s expectations and communications through the resolution of such incidents. The CSM acts as the orchestrator of technical guidance on behalf of our customers and works closely across both internal and external collaborators, including partners and vendors, as required to address the customer needs. The ideal CSM has an extraordinary focus on the success of the customer, is an exceptional communicator, exhibits professionalism, is dedicated to going above and beyond, enjoys forming strong relationships, has excellent collaboration skills, and has the ability to learn new technologies quickly. Responsibilities
·      Single point of customer relationship accountability
·      Responsible for orchestration of all Signature deliverables, experience and renewal
·      Delivery of some Signature engagements including: Success Path, Success Path Review, and Release Readiness
·      Primary focus is on improving Customer Health using Customer Success Score and other indicators to communicate actionable recommendations on Adoption, Engagement, and Technical Health
·      Deep customer intimacy with relevant industry knowledge
·      Executive and decision-maker relationship building
·      Possesses basic knowledge of customer’s tech stack and relevant Salesforce certifications
·      Collaborate with the customer account team in order to help customers achieve their objectives and identify growth opportunities with sales executive
Preferred Qualifications and Skills
·      Minimum of 8 years work experience in one or more of the following: Customer Success, SaaS platform use or project leadership, Technology Consulting, and Technology Solutions Development
·      Strong knowledge of Salesforce product and platform features, capabilities, and use cases
·      Salesforce product certifications are strongly desired (Marketing Cloud Specialist, Marketing Cloud Account Engagement Specialist, Data Cloud Consultant, Commerce Cloud, Salesforce AI Associate, and any other relevant Salesforce certifications).
·      Able to articulate the importance and value of Governance to Business and IT executives
·      Ability to prioritize, multitask, and engage dynamically with customers
·      Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications and automation
·      Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level
·      Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners, as well as mapping business requirements into technical features
·      Ability to analyze customer’s usage data and health indicators to identify opportunities for improvement and translate into actionable recommendations with a path for success

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