Hybrid Customer Success Manager – Salesforce Marketing Cloud, SFMC Experience Required

at Salesforce

• Job title: Customer Success Manager – Salesforce Marketing Cloud, SFMC Experience Required
• Job type: Full Time
• Experience level: Senior, Lead
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Cloud
• Location requirements: Hybrid, Hyderabad, India

About the role

• Customer Success Manager driving customer success and value for Salesforce's Marketing Cloud. Expertise in SaaS and strong communication skills to guide customer projects.

Responsibilities

• Function as the Marketing Cloud Subject Matter Expert (SME) for the technical and operational configuration (and needs) of the customer.
• 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 Marketing 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.
• Proactive Support & Enhancement: Conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement.
• Internal Relationship Building: Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities.
• The CSM may be required to occasionally be available for some after-hour or weekend coverage depending on the customer’s need.
• Evolution of Roles: Anticipate and adapt to role changes per evolving Salesforce needs.

Requirements

• Experienced professional with 8+ years of relevant industry expertise in Technical Customer Success, Customer Success Manager, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.
• 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.
• Coordinate and work closely with high volume events and/or key events for the customer.
• Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects.
• +2 years in Salesforce Ecosystem.
• Salesforce product certifications are a plus (Marketing Associate, Marketing Cloud Administrator, Salesforce Certified Associate, Marketing Cloud Account Engagement Specialist, Marketing Cloud Email Specialist).
• Deep understanding of Marketing Cloud, marketing automation, personalization, advertising, and/or marketing platforms.
• Deep understanding of Digital Marketing processes, challenges and trends.
• Knowledge of Salesforce Marketing Cloud features and applications and able to articulate the value and how a Customer can benefit from Signature Success for Marketing Cloud.
• Knowledge of Salesforce product suite and features, capabilities, best use, and how to deploy, including knowledge of the Salesforce platform and ecosystem.
• Degree or equivalent experience required.

Benefits

• Professional development opportunities
• Flexible work arrangements