Description
For our customers who wish to get the most value out of Salesforce with enterprise and rapid support, delivered by our most skilled experts, they purchase our Signature Success Plan. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.
As a Customer Success Manager (CSM), you will serve as a named resource and partner for Salesforce’s customer organizations. You are a trusted advisor, forging deep relationships with your customers and account teams, maintaining an awareness of key events, needs, potential risks, and value drivers. With a continual focus on your customers’ business needs, you will help to improve their overall technical and operational health, helping them to realize the maximum value out of their Salesforce investment. You will act as a point of contact for any major customer incidents, being responsible for managing expectations and communications through the resolution of such incidents.
This CSM Director position will be aligned to the Enterprise Life Sciences (Pharma and Med Tech) customer segment. Involvement may include supporting our Life Sciences customers with their business priorities, aligning Salesforce capabilities to business outcomes, support of key events such as product launches, key technical deployments, platform performance health and issue resolution and industry-specific adoption of our Core Clouds, Agentforce, Data Cloud and Life Sciences Cloud. This will require strong consultative and communication skills in addition to technical knowledge of the Salesforce platform, and the ability to work closely across internal and external teams to provide a unified Signature experience.
These activities will enable you to proactively set the customer up for success through optimization of the platform, with special care during critically important peak events. This will require deep technical knowledge of the Salesforce platform, and the ability to work closely across internal and external teams to provide a unified Signature experience.
These activities will enable you to proactively set the customer up for success through optimization of the platform, with special care during critically important peak events. This will require deep technical knowledge of the Salesforce platform, and the ability to work closely across internal and external teams to provide a unified Signature experience.
Your Impact
Uses multi-cloud expertise to effectively orchestrate Signature experience across the most strategic, sophisticated customers
May act as lead CSM orchestrating CSMs for multi-org, multi-cloud customers (including Global Customers with CSMs in multiple geos)
Aligns with and leads Business and Technical stakeholders, Account Success team, and internal partners around customer goals ensuring value is delivered through Signature
Single point of customer accountability building and maintaining strong, trusted relationships
Drives Customer Success Score metrics for customers; handles Escalations and Red Accounts
Minimum Requirements
Experienced professional with 9+ years of relevant industry expertise in Customer Success, SaaS platform use or project leadership, Technology Consulting, and/or Solutions Architecture
Knowledge of Salesforce product and platform features, capabilities, and standard methodologies and a good understanding of enterprise architecture principles
Strong consultative skills, deep curiosity, and proven results working as a Trusted Advisor to drive business value for customers
Executive-level interpersonal skills, ability to drive effective conversations at the C-Level, and presentation skills with a consistent track record of influence at an executive level
Ability to facilitate difficult discussions and be adept at handling objections
Preferred Requirements
Experience with Salesforce Sales, Service, Health Clouds and/or a competing Core or HLS Industry technology.
Salesforce product certifications are a plus (Agentforce Specialist, Administrator, , Sales Cloud Consultant, Service Cloud Consultant, Data Cloud, Advanced Administrator, Platform App Builder).
Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
Experience working with Enterprise-level customers.
