Customer Success Associate enhancing value delivery and engagement for a global customer success organization. Focused on account infrastructure, program enablement, and operational excellence in a tech company.
About the role
- Customer Success Manager optimizing client outcomes with Salesforce and MuleSoft. Building relationships, managing expectations, and ensuring service quality for enterprise customers.
Responsibilities
- Serve as the single point of customer accountability responsible for the orchestration of all Signature deliverables, experience, 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 MuleSoft 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 MuleSoft’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 years of work experience in one or more of the following: Technical Customer Success, MuleSoft or iPaaS platform use, project leadership, technology solutions development, technical solutions, and/or solutions architecture.
- 6+ 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 analyzing technical concepts and translating them into business terms and 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 the resolution or disposition of customer needs or projects.
Benefits
- Competitive salary
- Flexible working hours
- Professional development budget
- Home office setup allowance
- Global team events
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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