Customer Success Manager, Senior Manager (Technical)

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About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

The Customer Success Manager uses deep business, industry and product knowledge to partner with customers and guide them to accelerate business value and return from their investment with Salesforce. In this role, the Customer Success Manager will specialize in one or more line of businesses, a specific cloud or industry to speak the customer language and ensure customer value realization. They are aligned at key stakeholder level, building and fostering positive relationships to help customers progress on their digital journey. Customer Success Managers are working directly with customers that can vary in their market segment, size, solution complexity and life cycle, depending on the customers needs.
The ideal Customer Success Manager will possess both a Cloud specialization and industry skills that enables them to speak the customer language.
 

Responsibilities

• Leverage our Customer Success Methodology and partner with customers stakeholders to understand their goals, assess their capabilities and provide comprehensive recommendations to help them accelerate achievement of their business and technology objectives
• Develop a deep understanding and knowledge of customer’s Salesforce implementation and evangelize the capabilities of Salesforce across all of our Clouds
• Guide a customer on org strategy, governance and change management best practices based on customer needs
• Can demonstrate hands-on Salesforce product knowledge by applying platform features and functions to customer business priorities and roadmap
• Proactively identify comprehensive risks to the customer achieving their strategic goals and work with the account team to develop and execute a strategic risk mitigation plan.
• Produce and execute a comprehensive adoption path showing the current state, target future state with timeline, and an underlying enablement plan, ensuring alignment with the customer’s long-term business strategy.
• Deliver business value and innovation to a customer’s business by understanding our customers’ key business challenges and potential for growth
• Identify revenue opportunities and partner with the account team to expand Salesforce business
• Build and foster executive-level relationships with the customer’s IT, business executive leadership, and C-level executives to solidify our strategic partnership and commitment to their business and IT leadership.
• Working collaboratively with the account team and Salesforce Execs, effectively network within accounts from the Executive-Level down, in order to help customers achieve their objectives
• When appropriate, recommend additional Salesforce services and advisory experts needed to drive success
• Proactively communicates technical product changes, degradations, outages, end of life and other relevant updates
• Provide escalation management on critical cases by working closely with Support, Global Team, and/or Development to provide regular status updates to the customer.
• Coordinate communications with all required internal and external stakeholders on crucial support cases and high priority issues.

Preferred Qualifications & Skills:

• Experienced professional with proven relevant industry expertise
• In-depth knowledge in one or more line of businesses (LoB) - a specific cloud or industry
• Strong consulting skills and proven results working as a Trusted Advisor to drive business value for customers
• Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussions and adept at handling objections
• Proven deep understanding of Salesforce product and platform features, capabilities, and best use is highly desired
• Able to articulate the importance and value of Governance to Business and IT executives
• Good understanding of enterprise architecture principles strongly preferred
• Ability to quickly grasp and distinctly explain technological and business concepts
• The candidate should have the following experience/knowledge
  • Strong knowledge of business processes (Sales, Service, Marketing, Support) , business applications, and automation.
  • In depth understanding of the database, application, and network technologies used in Cloud Computing (e.g knowledge of network topologies and devices, database concepts and SQL, multi-tenancy).
  • Knowledge of the software development lifecycles and of software design methodologies (coding experience useful, but not required).
• (Optional) Understanding of AI and machine learning concepts, understanding of the agent platform, how to configure and deploy agents, integrate them into existing flows, automation, API connection, etc.
• Fluency in Japanese and basic English skills

Leadership Qualities:

• PASSION: Passionate about Customer Success
• THOUGHT LEADER: Strong point of view and executive presence. Confident, but not arrogant, phenomenal storyteller
• URGENCY: Ability to adapt quickly and drive business value and results
• OHANA: Embodies Aloha culture: A standout colleague that everyone enjoys working with and has a generous heart
• TRUST: Trust the company’s core values
• ADAPTABLE: Excels in high levels of uncertainty and change

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.