Senior Customer Success Manager for AI, Rights & Licensing Solutions at Wiley. Building customer relationships and driving product adoption for early adopters in research and corporate markets.
About the role
- Customer Success Manager at Salesforce, ensuring customer success and value from Salesforce investments through partnership and strategy. Deep technical knowledge of the Salesforce platform required.
Responsibilities
- Serve as the single point of customer accountability responsible for orchestration of all Signature deliverables, experience, and renewal, and expansion.
- Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature.
- Help your customers achieve their business goals and outcomes on the Salesforce platform by: Coordinating the completion of the Signature Success catalog of services as required for your customer.
- Providing timely, proactive Salesforce feature guidance based on the areas of interest for your customer.
- Acting as an advisor to your customers for the adoption of new features of Salesforce’s annual release schedules and identifying potential challenges and risks to your customer's implementation.
- Communicate the value of Signature Success.
- Be accountable for ensuring 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.
- The CSM may be required for occasional travel to customer sites and may need to be available for some after-hour or weekend coverage depending on the customer’s need.
Requirements
- Fluent in French and English
- Minimum of 8 years work experience in one or more of the following: Technical Customer Success, Salesforce CRM, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.
- Experience with Salesforce Sales Cloud and/or Service Cloud, and/or relevant competing platforms.
- 4+ years of experience in management consulting services.
- 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 and for 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 resolution or disposition of customer needs or projects.
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Professional development opportunities
Job title
Job type
Experience level
Salary
Degree requirement
Tech skills
Location requirements
Customer Success Manager fostering strategic partnerships and enhancing customer satisfaction in HVAC solutions. Managing projects and collaborating with sales, engineering, and production teams.
Customer Success Specialist managing partner accounts for Togetherhood. Responsible for building strong relationships, tailoring programs, and ensuring account success and satisfaction.
Customer Success Manager ensuring success for Salesforce's main clients in Energy & Utilities. Acting as a trusted advisor and collaborating on achieving business objectives and technical health.
Client Success Manager contributing to new client onboarding and ongoing support. Ensuring successful retention and expansion of existing customer relationships through effective solutions.
Customer Success Manager responsible for developing relationships with clients at Todyl cybersecurity platform. Ensuring a phenomenal customer experience and delivering solutions according to client needs.
Customer Success Analyst providing strategic support in post - sale processes for health memberships in Monterrey. Fostering trust and resolving client queries while coordinating claims and emergencies.
Customer Success Analyst at Koltin focused on post - sale client support and ensuring high - quality service experience. Building trust with clients and coordinating claims effectively in a hybrid role.
Customer Success Analyst at Koltin focused on supporting clients with health service inquiries and issues. Building trust and facilitating access to health services for our members in Mexico.
Customer Success Manager - Upsell developing long term partnerships ensuring client success and generating upsell sales at Sprout Solutions, the leading B2B SaaS company in the Philippines.