Customer Success Manager (Core (Sales & Service) Clouds)

Join our team as a Customer Success Manager (CSM) and become a trusted advisor to our high-value customers. In this role, you will be responsible for ensuring that customers who purchase the Signature Success Plan achieve a significant return on their investment with our platform. You will coordinate all deliverables, align with business and technical stakeholders, and drive adoption of Sales and Service Cloud features. This is an individual contributor position, and we are looking for candidates with experience in the financial services industry.

• Servir como el único punto de responsabilidad del cliente, asegurando la entrega de todos los entregables y la experiencia general del cliente.
• Coordinar todos los entregables a los que el cliente tiene derecho, supervisando la experiencia a lo largo del ciclo de vida de Signature.
• Aplicar los procesos correctos para abordar las necesidades del cliente y garantizar que se entregue valor a través de la oferta de Signature.

• Experienced business professional, preferably with 3+ years of relevant industry expertise in Customer Success, Salesforce, SaaS platform use, or related fields
• Actively seek out relevant learning activities, approach obstacles as growth opportunities, and seek experienced mentors to accelerate personal development
• Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations
• Excellent communication skills to articulate technical issues to diverse audiences and the ability to translate technical concepts into business terms
• Possess industry-relevant expertise and begin honing skills in a relevant functional area. Should understand the broad impact of the industry on the customer’s business
• Working knowledge of core features:
• Knowledge of common sales (territory management, lead assignment, opportunity stages) and Services (case deflection, knowledge management, multi-channel support) use cases
• Understanding of Sales (lead-to-cash, opportunity management, pipeline management) and Service (case management, escalation, SLA management) processes
• 3-4 years experience supporting customers using Sales Cloud and Service Cloud
• Service Cloud: Cases, Knowledge, Queues, Service Console, Omni-Channel routing
• Sales Cloud: Leads, Accounts, Contacts, Opportunities, Forecasting, Reports & Dashboards
• Ability to demonstrate Lightning Sales/Service Console and mobile app
• Familiarity with Sales Cloud automation (workflows, process builder, flows for sales processes) and Service Cloud automation (email-to-case, web-to-case, case assignment rules, macros)
• Sales Cloud Consultant and Service Cloud Consultant certifications
• Additional Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist, Agentblazer)
• Experience with Einstein for Sales (lead scoring, opportunity insights, activity capture) and Service (case classification, article recommendations, next base actions)
• Understanding of how Sales Cloud integrates with marketing automation and service tools and how Service Cloud integrates with telephony, chat, messaging, and self-service portals