Analista de CRM Pleno responsible for operating CRM platforms and managing multichannel campaigns at Riachuelo. Collaborating on data - driven strategies and ensuring campaign integrity.
About the role
- Customer Success Manager driving business impact and customer success for complex customers at Salesforce. Primary partner to improve adoption and maximize value from the Salesforce investment.
Responsibilities
- Driving quantifiable business impact across our most complex, often multi-org Signature customers.
- Act as a primary strategic partner who maintains a continual focus on the customer’s business goals.
- Integrate multiple products or processes to create effective customer solutions.
- Determine when and how to engage clients based on calculated ROI.
- Own the Signature experience across complex, multi-org customers.
- Craft a clear engagement charter with specified goals and metrics.
- Align the Account Success team and internal stakeholders around the customer’s business and technical goals.
- Cultivate and maintain relationships with customer IT and business executive leadership.
- Navigate the customer’s and Salesforce’s internal organizational dynamics to achieve results.
- Use AI tools for account-level pattern recognition and access automated RCA reports.
Requirements
- Experienced business professional, preferably with 5-6 years of relevant industry expertise in Customer Success, SaaS platform use, or related strategic consulting fields.
- Exceptional communication and presentation skills with a demonstrated ability to influence effectively at all levels, including executive and C-level.
- Ability to handle objections, navigate complicated discussions, and drive alignment.
- Must demonstrate persistence in the face of adversity and disappointment.
- Ability to clarify the roles and responsibilities of collaborators and serve as the central resource, ensuring clear technical and business alignment.
- 5-6 years experience supporting customers using Sales Cloud and Service Cloud.
- Certifications: Sales Cloud Consultant, Service Cloud Consultant, Advanced Administrator.
- Knowledge of advanced features: Sales Cloud: Sales Engagement, High Velocity Features, Einstein AI (lead/opportunity scoring, forecasting) Service Cloud: Omni-Channel, Service Cloud Voice, Digital Engagement (messaging, chat), Field Service Lightning, Einstein AI (case routing, chatbots, predictive service)
Benefits
- Health insurance
- 401(k)
- Paid time off
- Flexible work arrangements
- Professional development opportunities
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