Senior Customer Success Manager (Sales/ Service Cloud)

Join Salesforce, the #1 AI CRM, as a Senior Customer Success Manager. In this role, you will serve as a trusted advisor to our customer organizations, helping them achieve their business goals and maximize the value of their Salesforce investment. You will be responsible for orchestrating all Signature deliverables, maintaining stakeholder relationships, and advocating for customers during high-severity cases. This position may require occasional travel and after-hour or weekend coverage.

• Serve as a trusted advisor and partner for Salesforce’s customer organizations, forging deep relationships and maintaining awareness of key events, needs, potential risks, and value drivers.
• Coordinate the completion of the Signature Success catalog of services for customers, providing timely, proactive Salesforce feature guidance and acting as an advisor for the adoption of new features.
• Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers, helping customers achieve their business goals on the Salesforce platform.

• Experience with Salesforce Sales Cloud and/or Service Cloud and/or a relevant competing platform
• Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners
• Minimum of 8 years of work experience in one or more of the following: Technical Customer Success, Salesforce CRM or SaaS platform use, project leadership, technology solutions development, technical solutions, and/or solutions architecture
• Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organisation, including executive and C-level
• Experience leading efforts of cross-functional teams to facilitate the resolution or disposition of customer needs or projects
• 4+ years’ experience in management consulting services,
• Knowledge of software development process and design methodologies
• Skills for analysing technical concepts and translating them into business terms and mapping business requirements into technical features
• Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, and Service Cloud Consultant)
• Experience working with Enterprise-level customers
• Knowledge of Salesforce products and features, capabilities, best use, and how to deploy