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.
SA
Hybrid Customer Success Manager, Director – Core Clouds, Energy & Utilities
Posted 8 hours ago
About the role
- 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.
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
- Minimum of 8-10 years work experience in one or more of the following: Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.
- Familiarity and experience with Salesforce products and Solutions (Sales Cloud, Service Cloud, Field Service, Energy & Utilities Cloud, Agentforce, Data360) and the broader Energy & Utilities landscape.
- Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Specialist).
- 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.
- Experience working with Enterprise-level customers.
- Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects.
Benefits
- time off programs
- medical, dental, vision, mental health support
- paid parental leave
- life and disability insurance
- 401(k)
- employee stock purchasing program
Job title
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