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Customer Success Manager
hace 2 meses
We're seeking a highly skilled Customer Success Manager to join our team at Salesforce. As a key member of our Customer Success organization, you will be responsible for partnering with our largest and highest-profile customers to drive business growth and success.
Key Responsibilities- Function as the Marketing Cloud Subject Matter Expert (SME) for the technical and operational configuration of the customer's Salesforce instance.
- Serve as the single point of customer accountability responsible for orchestrating all Signature deliverables, experience, renewal, and expansion.
- Cultivate and maintain stakeholder relationships with the customer's IT and business executive leadership, sponsors, and decision-makers.
- Help customers achieve their business goals and outcomes on the Salesforce Marketing platform by:
- Coordinating the completion of the Signature Success catalog of services as required for the customer.
- Providing timely, proactive Salesforce feature guidance based on the areas of interest for the customer.
- Acting as an advisor for the adoption of new features of Salesforce's annual release schedules, identifying potential challenges and risks.
- Communicating the value of Signature Success and ensuring all collaborators understand this value.
- Acting as an advocate for customers during the triage and resolution of high severity cases.
- Conducting quarterly reviews, identifying trends, and providing tailored release recommendations.
- Forging strong multidisciplinary relationships with Sales, Engineering, and Product Management.
- Occasionally being available for after-hour or weekend coverage depending on customer needs.
- Anticipating and adapting to role changes per evolving Salesforce needs.
- 5+ years of relevant industry expertise in Technical Customer Success, Customer Success Manager, SaaS platform use, or project leadership.
- Exceptional communication and presentation skills with demonstrated ability to influence reliably at all levels, including executive and C-level.
- Ability to analyze technical concepts and translate them into business terms.
- Experience leading efforts of cross-functional teams to facilitate resolution of customer needs.
- +2 years in Salesforce Ecosystem.
- Salesforce product certifications are a plus (e.g., Marketing Associate, Marketing Cloud Administrator).
- Deep understanding of Marketing Cloud, marketing automation, and digital marketing processes.
- Knowledge of Salesforce Marketing Cloud features and applications.
- Degree or equivalent experience required.
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