Senior Customer Success Manager

Description

The Success Manager leverages deep business, industry, and product knowledge to collaborate with customers, helping them maximize business value and ROI from their Salesforce investment. In this role, the Success Manager will specialize in one or more business lines, Tableau, or specific industries to effectively communicate in the customer's language and ensure they realize value. They engage with key stakeholders, building and nurturing strong relationships to support customers on their digital transformation journey.

Success Managers work directly with a diverse range of customers, varying in market segment, size, solution complexity, and lifecycle, based on customer needs. For Salesforce multi-cloud customers, Success Managers engage all internal stakeholders to deliver best practices, ensuring seamless integration and optimal use of Salesforce solutions. They coordinate across various teams to provide a unified approach, driving customer success and maximizing the value of their multi-cloud investment.

The ideal Success Manager will possess both Tableau expertise and industry-specific skills, enabling them to effectively communicate with customers and drive their success.

Responsibilities:

Leverage our Customer Success Methodology and partner with customers stakeholders to understand their goals, assess their capabilities and provide recommendations to help them accelerate achievement of their business and technology objectives
Develop an 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 risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan
Produce and execute a comprehensive adoption path showing the current state, target future state with timeline, and an underlying enablement Plan
Deliver business value and innovation to a customer’s business by understanding our customers’ key business challenges and potential for growth
Build and foster executive-level relationships with the customer’s IT and business executive leadership, sponsors and decision makers to solidify our partnership and commitment to the customer business and IT sponsors & stakeholders
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
Language: Japanese - Fluent (both written and oral)

Preferred Qualifications & Skills:

Experienced professional with 7+ years relevant industry expertise
In-depth knowledge in one or more line of businesses (LoB) - Tableau 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
Strong knowledge 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
Language: English - Business Level (both written and oral)

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Equal Opportunity Statement.

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In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.