Senior Manager, Customer Success Director

hace 3 semanas


VeracruzLlave, México Salesforce, Inc. A tiempo completo

Customer Success Leadership Role

At Salesforce, we're seeking a seasoned Frontline Manager to lead our Customer Success team. As a key member of our organization, you'll be responsible for driving the delivery of our Signature customer experience. This role requires a strong ability to collaborate and drive outcomes across multiple internal teams and external partners.

Key Responsibilities:

  • Lead and develop a dedicated team of Customer Success Managers, emphasizing the delivery of our Signature customer experience.
  • Ensure efficient allocation of Customer Success Managers and collaborate with delivery leaders to align the best resources for our customers.
  • Lead all aspects of the execution of Signature offers for designated clouds, focusing on customer satisfaction and success score metrics.
  • Develop executive relationships with customers and assist in handling customer issues and improving the value derived from their Signature investments.
  • Proactively identify and address high-risk customers, aligning internal teams including executive sponsors and corrective actions.
  • Partner closely with Account Executives and other Salesforce teams, ensuring cohesive relationships.
  • Partner with Renewals team and Success Plan Sales to ensure Signature Success Plan renewals and growth across teams.
  • Ensure that team activities adhere to the obligations of the Signature Offer and Account Success goals.
  • Cultivate the professional growth of the team in alignment with Account Success and individual career path objectives.

Requirements:
  • Successful track record in customer success or related roles, with at least 5 years in a front-line leadership position.
  • Demonstrable experience in leading customer success teams, with a focus on customized customer experiences.
  • Strong ability to collaborate and drive outcomes across multiple internal teams and external partners.
  • Ability to drive effective and influencing conversations at the C-level.
  • Facilitate difficult discussions and be adept at handling objections.
  • Knowledge in one or more lines of business.
  • Proficient in risk management, with a proactive approach to identifying and addressing potential issues.
  • Drive important metrics related to Customer Success Score, Customer Satisfaction, and Signature Adoption.

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.
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