Customer Success Manager

6 months ago

Melbourne, Australia Salesforce Full time

Job Category

Customer Success

Job Details

**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.

**Position Description**

Join our elite team as a Customer Success Manager (CSM) for the Salesforce Signature Success Plan, where we offer an unparalleled customer experience to our most pivotal and high-profile customers. This premium service ensures the swiftest support responses, resolutions by top-tier experts, proactive monitoring, and dedicated resources to maximize the benefits of Salesforce investments for our customers.

As a CSM within our Signature Success framework, you will act as the primary liaison for our customer organizations, steering the full spectrum of Signature services from seamless onboarding to renewal and growth phases. Your role involves cultivating robust relationships, using industry insights to enhance implementation outcomes, and ensuring a harmonious service delivery that aligns with our ethos of 'One Salesforce.'

This opportunity is ideal for a Marketing Cloud specialist who is also versatile in our Core offerings.

**Key Responsibilities**
- Be the trusted point of contact for Marketing Cloud Signature customers.
- Craft and implement a tailored Success Path, managing the Signature experience and customer health.
- Forge strong bonds with customer IT and business leaders, ensuring a unified approach to their Salesforce journey.
- Champion Salesforce Marketing Cloud, offering expert advice, best practices, and strategic recommendations.
- Collaborate on comprehensive Account Plans, aligning with Sales and Professional Services for a synchronized strategy.
- Offer proactive performance insights, service case trend analysis, release readiness, and event management.
- Navigate service disruptions with regular updates, root cause analysis, and preventive strategies.
- Drive Customer Success metrics, adeptly managing escalations and critical situations.

**Qualifications**
- Previous experience in Customer Success within a SaaS organisation, Technology Consulting, or Solutions Architecture.
- In-depth knowledge of Salesforce Marketing Cloud, with relevant certifications.
- Strong consultative skills, a keen inquisitive nature, and a track record as a Trusted Advisor.
- Exceptional communication and presentation skills, capable of engaging effectively across all organizational levels.
- Proficient in C-level engagement, managing challenging conversations, and overcoming objections.
- Public Sector and utilities knowledge, as well as experience with complex solution environments, are advantageous.
- Skilled in translating technical concepts to business impact and vice versa.
- LI-Y

Accommodations

Posting Statement

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce. 

Salesforce welcomes all.

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