About the role

Customer Success Manager, Director ensuring client satisfaction and operational success at Salesforce. Leading strategic relationships with high-profile clients and supporting their business objectives.

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.
Provide timely, proactive Salesforce feature guidance based on the areas of interest for your customer.
Act 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.

Reliability security clearance
Minimum of 10 years of 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.
8+ years of experience in management consulting / 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.
Preferred Requirements: Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Specialist, B2C Commerce Developer, Marketing Cloud: Administrator, Consultant, Email Specialist, Engagement Consultant).
Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
Experience working with Enterprise-level customers.
Fluent in French and English.